Company Description
The Technical Account Manager (TAM) manages the Premium Support
relationship and ensures that Skyhigh Security is and continues to
be considered a key technology partner within the account. TAM will
be assigned to key accounts and will become the single point of
contact for all post sales technical issues. This position requires
someone who enjoys interacting with customers, and cross-functional
teams to drive customer issues to resolution.
TAM will work closely with the Field Sales Team/PS Team to ensure
that all Skyhigh Security products and services are deployed in a
manageable and supportable way, and that the customer gets the most
out of their investment for the life of the contract. TAM will be
assisting Skyhigh Security customers to resolve their technical
issues in a timely manner.
As the Skyhigh Security platform integrates with many aspects of
the Internet and customer infrastructure, a thorough understanding
of Internet and Networking protocols is required.
Job Description
Interact with the assigned Skyhigh Security customers assigned via
phone/email and provide the highest level of urgency to resolve
their technical issues in timely manner.
Evaluate the scope for timely escalation and ensure that critical
problems are addressed as per the priority. Work closely with
support engineers and escalation team as and when required.
Should be able to provide deployment advisory and best
practices.
Proactively monitors customer deployments and drive communication
as needed.
Proactively update customers about cloud updates, upgrade and
ensure necessary action to maintain availability and customer
satisfaction.
Run regular service status meetings and case reviews.
Provide on-site and virtual product training to Premium Support
customers as per requirement
Debugging system level problems in a multi-vendor, multi-protocol
network environment with high- level technical expertise on complex
issues.
Document all technical issues, analysis and communication with the
customer and ensure that the documentation is crystal clear with
action items, CTAs etc
Qualifications
German and English fluency required
Good understanding of TCP/IP protocol suite (IP, ICMP, TCP, UDP,
SNMP, FTP, TFTP, SMTP).
Excellent understanding on application layer protocols
(HTTP-HTTPs/SSL), PKI, Network Security – Firewalls/Proxy/VPN and
SIEMs
Understanding of cloud platforms like O365 Suite, Salesforce,
Azure, AWS, GCP is desired
Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding
and in-depth knowledge of Networking & Security Concepts
Good understanding of Linux/Unix
2-4 years of relevant work experience as a TAM in security domain
or
4 years of technical support experience in large enterprise space
with solid understanding of technical support processes, customer
management/handling skills & ability to work under
pressure.
Experience in providing account based focused technical support is
desirable
Quality focus, result & goal orientation in a group situation
and commitment to customer delight are a must.
WE WILL GIVE YOU:
Fun and fast-paced Enterprise work environment
Continuous learning and development
Competitive salary
Excellent social benefits package
Promote-from-within advancement opportunities
Employee recognition programs
Team building and social activities, participation in voluntary
work, charity causes, etc.
Buddy system for new hires and relocation packages
Great office locations
Work from Home Flexibility