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Technical Account Manager

Work set-up:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor’s Degree in Computer Science, IT, or related field., At least five years of experience in technical project or account management., Over three years of experience with complex network infrastructures and troubleshooting., Active technical certification such as CCNA or similar..

Key responsibilities:

Manage relationships with assigned customers to ensure satisfaction and retention.
Provide technical support, troubleshooting, and guidance on FireMon products.
Coordinate with internal teams on customer technical issues and projects.
Maintain current technical knowledge and contribute to product feedback.

FireMon SME http://www.firemon.com/

201 - 500 Employees

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Job description

FireMon has learned an unknown and unauthorized third party is impersonating FireMon HR as part of a phishing attempt. Communications from FireMon will always originate from the FireMon.com domain. FireMon will never ask for any banking information as part of an interview process. If you are concerned whether a communication from FireMon is legitimate, please contact us at security@firemon.com
FireMon is a recognized innovator in global cybersecurity, leading the way with disruptive technologies and forwardthinking solutions. Here, proactive thinking is not just encouraged—it’s celebrated. Our fastpaced, cuttingedge environment fuels continuous innovation, shaping how we build products, support customers, and drive results every day.

The Technical Account Manager (TAM) is a technical resource who advocates for designated customers and ensures customers needs are known and managed across all offerings, including services, training, support, and product development. The TAM prioritizes customers technical issues and communicates those priorities to support; communicates the status of services projects; conveys the needs and urgency of RFEs to product management and contributes to the product roadmap.

You will provide customers with status updates of open tickets and developmentservices projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early accessbeta programs. This role will also require periodic onsite visits.

About the role
Manage overall relationships with assigned endusers, including increasing adoption, and ensuring retention and satisfaction.
Provide project leadership for customers major FireMon programs.
Work with FireMons project teams, including Customer Support, R&D, Product.
Management, and Sales, on customers technical issues and projects.
Maintain current functional and technical knowledge of the FireMon product line.
Provide handson customer support with initial troubleshooting, upgrades, database query management, routine system health checks, watchdog monitoring, addingremoving user access, devices, and zonessubnets for FireMon Product Suite.
Manage competing requests across simultaneous client engagements.
Provide clear and constructive product feedback to FireMon product management teams based on customer requirements.
Document best practices in developing and deploying FireMon solutions in the customers environments.
Be a technical resource for best practice and other customer questions, identifying alternate technical solutions to customers business problems.
Partner with Account Owners to manage customer expectations in situations where customers demands cannot be met.
Partner with Account Owners to ensure a comprehensive view of customer health throughout the customer cycle.
Maintain multiple technical certifications and gain at least one new certification annually.

Required Skills and Experience
Bachelor’s Degree in Computer Science, Information Technology, or another related field.
Five or more years of experience in technical project management, technical account management, or a similar area.
Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of routerswitchbased and softwaredefined virtual networks.
Experience in clientserver applications, UnixLinux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches.
At least one active technical certification – CCNA level or similar – with the ability to obtain at least one new technical certification each year.
Knowledge of modern software development methodologies, with emphasis on software and hardware architecture and infrastructure development.
Demonstrated ability in customerfacing positions, preferably as a professional services consultant.
Strong analytical skills regarding technical and project management issues.
Strong organizational skills with an ability to manage competing client demands.
The ability to engage and communicate effectively across multiple levels of a F500 size customers’ IT network and security teams is highly desirable, from analyst to midlevel management through Clevel (CISOCIOCTO).
What it Takes to be Part of the FireMon Team

FireMon provides persistent network security for hybrid environments through a powerful fusion of realtime asset visibility, continuous compliance, and automation. Since creating the firstever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers.

Our customers have unique and complex security problems that are difficult to solve. This doesn’t intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement youd be interested in joining, we invite you to apply today.

FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.