Sr. Technical Account Manager

Location: United States Remote

Our Team's Vision:

Support exists to help customers operate with confidence.

We provide expert technical guidance that keeps customers’ Illumio environments secure, resilient, and performing at their best. Our role extends far beyond resolving support cases - we help customers maintain confidence in one of the most critical components of their cybersecurity strategy.

Our engineers solve complex technical challenges, collaborate closely with Product Engineering to improve the platform, identify opportunities to strengthen the customer experience, and partner with Customer Success and Professional Services to ensure customers achieve lasting success. Every interaction is an opportunity to deepen customer trust and reinforce the value of their investment in Illumio.

Joining Support means becoming part of a collaborative organization that values technical excellence, continuous learning, operational discipline, and customer advocacy. If you’re passionate about solving difficult problems, working across teams, and helping customers succeed in their cybersecurity journey, you’ll have the opportunity to make a measurable difference for customers around the world.

Your Impact:

• Establish long-term relationships within assigned accounts while developing an understanding of the client’s strategic goals and overall impact on business results.

• Provide project leadership, coordination, and architectural guidance for the customer’s cyber security, Zero Trust and Illumio product initiatives.

• Lead and drive challenging requests across simultaneous client engagements.

• Provide clear and constructive product feedback to Illumio’s Product Management teams based on customer use-cases and requirements.

• Understand the customer’s high-level business challenges while functioning as an advisory resource for “Best Practices” and driving adoption of Illumio’s solutions.

• Perform health checks, document findings, and provide best-practice recommendations.

• Be a customer advocate within Illumio to ensure that escalations are resolved in a timely fashion.

• Help customers avoid and/or mitigate issues with proactive guidance based on extensive customer experience.

• Collect metrics and develop reports that illustrate project health and progress.

• TRAVEL: Although this is a home-office based position, applicants must be able to travel 30% for customer visits. Additional travel for training and conferences may also be required throughout the year

Your Toolkit:

• Knowledge of cybersecurity industry products, Firewalls, Zero Trust architecture and Security best practices

• A solid technical background in advanced security (preferably with technical certifications). Additionally, a background in data center infrastructure, operating systems, desktop deployments, system administration and/or technical architecture is preferred.

• Superb communication, presentation and interpersonal skills including the ability to communicate effectively and build relationships with security practitioners, architects and executives.

• Experience deploying enterprise security solutions

• Fast learner with the ability to explain complex technical concepts to a variety of audiences.

• Strong business insight and problem-solving skills with the ability to influence internal and external partners at all levels.

• Be effective working independently and in a team setting.

• 5-10 years of experience supporting SaaS enterprise software

Bonus Points:

• Bachelor’s degree in engineering or science.

• Knowledge of networking concepts such as: Routers, switches, load balancers, and security solutions from a variety of vendors.

• Experience with integrating heterogeneous security environments.

• Familiarity with SIEM and SOAR in enterprise customer environments.

• Strong organizational skills with the ability to handle multiple client

#LI-JW1 #LI-REMOTE

Our Commitment