Technical Engagement Manager

Summary

Join Red Canary as a Technical Engagement Manager (TEM) and provide expert technical support to our customers, ensuring they maximize the value of our security solutions. You will troubleshoot complex issues, collaborate with internal teams, and serve as a trusted advisor to enhance customer security posture and streamline operations. This role requires 3+ years of customer-facing experience in cybersecurity, a strong understanding of technology and security products, and excellent communication skills. You will work closely with Customer Success and Account Management teams to support customer adoption and achieve desired outcomes. The targeted base salary is $87,000-$92,160 per year, plus a bonus program. Red Canary offers a rich benefits program for full-time employees.

Requirements

• 3+ years of experience in customer facing role within the cybersecurity industry
• Strong understanding of technology and security products
• Ability to clearly communicate complex solutions in an easy to understand manner
• Strong ability to prioritize tasks and issues using sound data and metrics
• Critical thinking and problem solving; can break problems down into manageable, ordered piece parts and masterfully convey the problem statement and plan to others
• Comfortability in ambiguity and keen sense of curiosity

Responsibilities

• Provide quick, accurate, and high-quality responses to customer technical inquiries, ensuring a seamless experience
• Troubleshoot and resolve complex challenges, escalating issues when necessary
• Collaborate with internal teams (Engineering, Product, Security) to ensure swift issue resolution and continuous product improvement
• Develop and maintain a deep understanding of the Red Canary’s security solutions to provide expert-level support
• Work closely with the Customer Success and Account Management teams to support customer adoption and ensure customers achieve their desired outcomes
• Identify gaps in product usage and security effectiveness, providing recommendations for improvement
• Work collaboratively with peers to share insights, identify trends, and enhance overall technical support strategies

Preferred Qualifications

Familiarity with Zendesk or similar customer service ticketing system a plus

Benefits

• The targeted base salary for this role is $87,000 - $92,160 per year
• This role is also eligible for participation in the company's bonus program