Halcyon · 4 days ago

Technical Account Manager, US

United States

Full-time

Remote

Mid, Senior Level

$135K/yr - $155K/yr

5+ years exp

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Responsibilities

Manage, escalate, and drive resolution of technical, service and infrastructure issues to augment our customer support team.

Manage onboarding, implementation, and periodic customer health checks.

Ensure customer success through product training and developing and sharing best practices.

Act as the customer advocate with internal Halcyon stakeholders to ensure customer feedback is adequately documented and assessed by internal parties.

Engage with customers at all levels of their organization, from the front lines to the C-suite.

Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux and follow up with recommendations and action plans within the service level objectives.

Develop and test solutions for complex problems while conveying customer needs to the Engineering and Product Development teams.

Respond to escalations via phone or email promptly, courteously, and professionally.

Document technical resolutions in the knowledge base as needed.

Learn and develop new skills quickly as required.

Perform other duties as assigned.

Escalate customer issues to management when appropriate.

Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed.

Participate in technical communications within the team to share best practices and learn about new technologies and complementary security applications.

Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

Support the sales teams in identifying account expansion opportunities.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessTechnical Account ManagementSaaS experienceWindows Operating SystemsMacOSLinuxNetwork topologiesEdge devicesTroubleshooting techniquesCustomer support tools

Required

At least five years of Customer Success / Support / Technical Account Management in a SaaS organization.

Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience.

Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis.

Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information.

Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques.

Ability to provide customer support and utilize customer support tools effectively.

Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge.