Technical Account Manager

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3 days ago

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Teramind

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Cybersecurity • SaaS • Productivity

Teramind is a workforce intelligence and security software company that provides cloud and self-hosted solutions for employee monitoring, insider threat detection, data loss prevention (DLP), and compliance monitoring. Its AI-powered platform aggregates behavior telemetry, session recordings, alerts, and predictive analytics to help organizations mitigate insider risk, enforce regulatory compliance, and optimize employee productivity across hybrid workforces. Teramind offers integrations, managed services, and configurable deployment options for industries such as healthcare, financial services, and call centers.

51 - 200 employees

Founded 2014

🔒 Cybersecurity

☁️ SaaS

⚡ Productivity

📋 Description

• Serve as the primary technical point of contact for assigned enterprise customers. Provide technical support and advanced-level troubleshooting. • Triage complex customer service issues received through various customer service channels • Maintain high customer satisfaction while managing operational expectations • Become a product expert and maintain a deep understanding of product functionality • Coordinate with internal teams (Support, Engineering, Product) to resolve issues. • Identify trends in support requests to help create long-term solutions • Build and maintain strong relationships with technical stakeholders. • Help with onboarding and implementation efforts tailored to customer needs. • Understand customer objectives and proactively recommend solutions to meet them. • Check system health and performance to preemptively identify potential issues. • Provide regular technical reviews, reports, and improvement plans. • Guide customers on best practices in configuration, security, and architecture. • Advocate for customer needs within the company to influence the roadmap and product improvements.

🎯 Requirements

• 5+ years of experience in a technical account management, solutions engineering, or technical consulting role. • Ability to navigate comfortably in Linux and Windows shells • Extensive knowledge of PostgreSQL • Knowledge of an Intercom or similar ticketing system • Knowledge of project management tools such as Jira • Understanding of B2B SaaS products, IT security, and data platforms • Ability to translate intricate technical details to simple, understandable terms • Strong interpersonal skills and ability to work with customers & cross-functional teams. • Solid knowledge in cloud computing platforms, including Microsoft Azure and Amazon Web Services (AWS). • Proficiency in Linux, macOS, and Windows operating systems, including system configuration, troubleshooting, and security. • Excellent communication and interpersonal skills, with a strong ability to explain technical concepts to non-technical stakeholders. • Proven ability to manage multiple customers and priorities simultaneously. • Strong analytical thinking and problem-solving skills.

🏖️ Benefits

• Competitive salary • High-quality health benefits • 401(k) with employer match • Career growth opportunities • Unlimited paid time off • Company-issued laptop (choice of Mac or PC) • Professional development budget