Technical Account Manager

About eSentire  eSentire is on a mission to hunt, investigate and stop cyber threats before they become business‑disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats.

Position Overview  We are seeking a highly skilled and proactive Technical Account Manager (TAM) to join our Strategic Account Management (SAM) team in the Managed Detection and Response (MDR) Cybersecurity industry. The TAM will serve as the primary technical advisor for strategic accounts, ensuring the successful deployment, integration, and optimization of cybersecurity solutions. This role requires strong technical expertise in cybersecurity, excellent problem‑solving abilities, and the ability to collaborate with internal teams and customer stakeholders.
Technical Advisory and Solution Delivery   Serve as the primary technical point of contact for assigned strategic MDR cybersecurity accounts
Translate customer security requirements into actionable technical solutions
Provide technical guidance and lead deployment, implementation, configuration, and optimization of cybersecurity solutions
Collaborate closely with Customer Success Managers to ensure the technical aspects of customer needs are met and aligned with their business goals
Assist customers with the technical understanding of security events, dark web monitoring, and continuous threat intelligence through in‑depth discussions and solution development
Optimize customer platform configurations through tuning, best‑practice guidance, and hands‑on instruction to ensure maximum value
Manage escalations of complex technical issues and work directly with Product and Engineering teams to resolve them
Technical Enablement and Best Practices   Educate customers on product capabilities, security best practices, and emerging threats
Develop and deliver technical documentation, training materials, and security workshops
Ensure customers fully utilize cybersecurity solutions to mitigate risks
Track and report on key technical performance metrics, such as detection efficacy and system uptime, providing recommendations on tightening security posture as identified and needed
Incident Response and Issue Resolution   Along with the Customer Success Manager, participate during security incidents and service disruptions
Support collaboration with the Security Operations Center (SOC) to resolve complex technical issues, recommending preventative measures and tightening of security posture as required
Customer Engagement and Relationship Management   Build trusted relationships with customer security teams, IT stakeholders, and technical decision‑makers
Conduct regular technical reviews and participate in Quarterly Service Reviews (QSRs)
Provide proactive recommendations to improve the customer’s security posture
Cross‑Functional Collaboration   Partner with Strategic Account Managers (SAMs), Customer Success Managers (CSMs), and Product teams to deliver holistic cybersecurity solutions
Relay customer feedback to product and engineering teams to drive product enhancements
Participate in the design and execution of account‑specific security strategies
Qualifications   Bachelor’s degree in Cybersecurity, Computer Science, Information Technology, or a related field (security certifications preferred: CISSP, CEH, CompTIA Security+)
Five or more years of experience in a technical account management, cybersecurity engineering, or technical support role within the cybersecurity industry
Strong understanding of MDR services, threat detection, incident response, and cybersecurity frameworks (e.g., NIST, MITRE ATT&CK, ISO 27001)
Hands‑on experience with security technologies such as SIEM, EDR, XDR, and firewall configurations
Ability to work cross‑functionally with CSMs, Product, and Engineering teams
Proven ability to manage complex technical projects and…