Technical Account Manager III

Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.

Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection.

Huntress now secures more than 6M endpoints and 16M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.

The Huntress team is looking for a highly motivated and collaborative Technical Account Manager with excellent communication skills and the ability to think and act quickly. Technical Account Managers at Huntress constitute the primary technical liaison post-sales. The TAM is responsible for ensuring customer satisfaction by providing high-quality post-sales technical support with a consultative approach. Their goal is to help our customers and partners maximize the value from the Huntress Platform, troubleshoot product break-fix issues, and improve the partner/customer experience by coordinating with internal Huntress teams to deliver solutions that drive long-term, healthy partner/customer relationships.

• →Elevated Tech Support: Work with product and engineering to escalate and resolve complex technical issues beyond the scope of standard support. Monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate as needed 
• →Customer Success: Ensure partners/customers are effectively utilizing Huntress products to achieve their business objectives, provide post-sales training, and identify opportunities for additional products and expansion through technically-lead QBRs
• →Technical Sales Enablement:  Participate at events to lead training sessions on product usage and best practices
• →Partner/Customer Technical Advocacy: Advocate for partner/customer needs within the Huntress organization, acting as a link between our customers and PM by relaying feedback for product improvements
• →Training/Onboarding: Works with customers through the onboarding phase to establish a positive working relationship, ensure adoption, and accelerate time to value. Develops an understanding of customers’ business needs and educates them on how they can improve their security posture with Huntress
• →Account Growth: Identifies up-sell and cross-sell growth opportunities during technical account reviews
• →Product Research: Participate in surveys/research on new capabilities and product offerings to document and assist our product and engineering teams in building products that fit the needs of our partners/customers
• →Community Technical Resource: Work with the Huntress Community Team on projects such as roadshows and peer groups
• →Strong self-starter with the ability to work independently
• →Spot opportunities for improvement in a fast-moving environment
• →Comfortable traveling 25% of the time and meeting face-to-face with customers
• →Comfortable presenting in front of groups

• 6+ years of experience working in Technical Account Management, pre-sales, or similar work
• Experience in an endpoint or network security space – i.e., AV, EDR, incident response, forensics, SIEM, firewall, HIPS/IDS, etc.
• Understanding of bad actor tradecraft with the ability to educate others on methods and mitigation
• Strong understanding of network design, hardening techniques, and troubleshooting
• Experience working in or with MSPs and/or VARs
• Excellent communication and presentation skills with the ability to present to a variety of external audiences, including C-level executives
• Effective time management and organizational skills

• Experience with malware, threat intelligence, and/or sandbox analysis
• Experience with programming or scripting languages such as PowerShell, Python, and Bash
• Experience with cloud platforms such as AWS, Azure, GCP, etc.
• Familiarity with MSP tools such as RMMs and PSAs
• Familiarity with working with SIEM tools like Elastic, Splunk, etc.