Technical Account Manager III

Reports to: Manager, Technical Account Management

Location: Remote US

Compensation Range: $200,000 to $215,000 OTE (80/20 split) plus equity

What You’ll Do:

The Huntress team is looking for a highly motivated and collaborative Technical Account Manager with excellent communication skills and the ability to think and act quickly. Technical Account Managers at Huntress constitute the primary technical liaison post-sales. The TAM is responsible for ensuring customer satisfaction by providing high-quality post-sales technical support with a consultative approach. Their goal is to help our customers and partners maximize the value from the Huntress Platform, troubleshoot product break-fix issues, and improve the partner/customer experience by coordinating with internal Huntress teams to deliver solutions that drive long-term, healthy partner/customer relationships.

Responsibilities:

Elevated Tech Support: Work with product and engineering to escalate and resolve complex technical issues beyond the scope of standard support. Monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate as needed

Customer Success: Ensure partners/customers are effectively utilizing Huntress products to achieve their business objectives, provide post-sales training, and identify opportunities for additional products and expansion through technically-lead QBRs

Technical Sales Enablement:  Participate at events to lead training sessions on product usage and best practices

Partner/Customer Technical Advocacy: Advocate for partner/customer needs within the Huntress organization, acting as a link between our customers and PM by relaying feedback for product improvements

Training/Onboarding: Works with customers through the onboarding phase to establish a positive working relationship, ensure adoption, and accelerate time to value. Develops an understanding of customers’ business needs and educates them on how they can improve their security posture with Huntress

Account Growth: Identifies up-sell and cross-sell growth opportunities during technical account reviews

Product Research: Participate in surveys/research on new capabilities and product offerings to document and assist our product and engineering teams in building products that fit the needs of our partners/customers

Community Technical Resource: Work with the Huntress Community Team on projects such as roadshows and peer groups

Strong self-starter with the ability to work independently

Spot opportunities for improvement in a fast-moving environment

Comfortable traveling 25% of the time and meeting face-to-face with customers

Comfortable presenting in front of groups

What You Bring To The Team:

6+ years of experience working in Technical Account Management, pre-sales, or similar work

Experience in an endpoint or network security space – i.e., AV, EDR, incident response, forensics, SIEM, firewall, HIPS/IDS, etc.

Understanding of bad actor tradecraft with the ability to educate others on methods and mitigation

Strong understanding of network design, hardening techniques, and troubleshooting

Experience working in or with MSPs and/or VARs

Excellent communication and presentation skills with the ability to present to a variety of external audiences, including C-level executives

Effective time management and organizational skills

Preferred Experience:

Experience with malware, threat intelligence, and/or sandbox analysis

Experience with programming or scripting languages such as PowerShell, Python, and Bash

Experience with cloud platforms such as AWS, Azure, GCP, etc.

Familiarity with MSP tools such as RMMs and PSAs

Familiarity with working with SIEM tools like Elastic, Splunk, etc.

What We Offer:

100% remote work environment - since our founding in 2015

Generous paid time off policy, including vacation, sick time, and paid holidays

12 weeks of paid parental leave

Highly competitive and comprehensive medical, dental, and vision benefits plans

401(k) with a 5% contribution regardless of employee contribution

Life and Disability insurance plans

Stock options for all full-time employees

One-time $500 reimbursement for building/upgrading home office

Annual allowance for education and professional development assistance

$75 USD/month digital reimbursement

Access to the BetterUp platform for coaching, personal, and professional growth