Technical Account Manager

Technical Account Manager

The Technical Account Manager (TAM) serves as a trusted technical advisor and strategic partner for enterprise customers utilizing our Security Information and Event Management (SIEM), UEBA, SOAR, and security analytics solutions. The TAM is responsible for driving customer success, platform adoption, operational maturity, and long-term value realization throughout the customer lifecycle. This role combines deep cybersecurity expertise, customer relationship management, and technical consulting to ensure customers maximize the effectiveness of their security operations while achieving their business and security objectives.

Position Responsibilities:

• Serve as the primary technical point of contact for assigned enterprise customers.
• Develop trusted advisor relationships with security leaders, SOC managers, analysts, architects, and executive stakeholders.
• Conduct regular business reviews, health checks, and strategic planning sessions.
• Align platform capabilities with customer security initiatives, compliance requirements, and operational goals.
• Drive customer adoption, retention, expansion, and overall satisfaction.

Technical Guidance & Platform Optimization:

• Provide expert guidance on SIEM architecture, security monitoring, threat detection, incident response, UEBA, SOAR, and cloud security use cases.
• Review customer deployments and recommend best practices for scalability, performance, and operational efficiency.
• Assist customers with use case development, detection engineering, content tuning, and security operations optimization.
• Advise on log source onboarding strategies, data quality improvements, and data governance practices.
• Support customers in maximizing platform value through advanced features and new product capabilities.

Operational Excellence:

• Monitor customer platform health, adoption metrics, and risk indicators.
• Identify and proactively address technical challenges, adoption barriers, and operational inefficiencies.
• Coordinate escalation management and facilitate timely resolution of critical issues.
• Partner with Support, Professional Services, Engineering, Product Management, and Customer Success teams to advocate for customer needs.
• Develop success plans and track progress against key milestones and objectives.

Security Expertise:

• Provide guidance on threat detection, threat hunting, incident investigation, and security operations workflows.
• Assist customers in mapping detection content to MITRE ATT&CK, compliance frameworks, and industry-specific requirements.
• Stay current on emerging cyber threats, attack techniques, and industry trends.
• Recommend security use cases, dashboards, alerts, and reporting strategies aligned to customer risk profiles.

Executive Communication:

• Present technical and business value to executive stakeholders.
• Deliver Quarterly Business Reviews (QBRs) and executive briefings.
• Communicate platform ROI, security outcomes, operational metrics, and strategic recommendations.
• Translate complex technical concepts into business-focused outcomes.

Required Skills:

• Bachelor's degree in Computer Science, Cybersecurity, Information Technology, or related field, or equivalent experience.
• Portuguese, Spanish & English language required
• 5+ years of experience in cybersecurity, SIEM, SOC operations, security consulting, customer success, or technical account management.
• Experience working with enterprise SIEM platforms such as Securonix, Splunk, Microsoft Sentinel, QRadar, Elastic Security, Exabeam, LogRhythm, or similar technologies.
• Strong understanding of: Security Operations Centers (SOC), Threat Detection & Response, Incident Response, UEBA, SOAR, Cloud Security, Identity Security, Threat Intelligence.
• Knowledge of security frameworks including MITRE ATT&CK, NIST CSF, CIS Controls, and compliance standards such as PCI-DSS, HIPAA, SOX, and ISO 27001.
• Experience with log management, security event correlation, and detection engineering.
• Strong troubleshooting and analytical skills.
• Excellent communication, presentation, and stakeholder management abilities.

Preferred Qualifications:

• CISSP, GCIA, GCIH, GMON, CySA+, Security+, or equivalent certifications.
• Experience supporting Managed Security Service Providers (MSSPs) or large enterprise security programs.
• Familiarity with cloud platforms including AWS, Azure, and Google Cloud.
• Experience with scripting and automation technologies such as Python, PowerShell, REST APIs, and SOAR workflows.
• Knowledge of data pipelines, security telemetry, and modern detection engineering practices.
• Key Competencies: Customer Advocacy, Cybersecurity Expertise, Executive Presence, Strategic Thinking, Technical Consulting, Relationship Management, Incident & Escalation Management, Cross-Functional, Collaboration, Security Operations Optimization, Problem Solving