Serve as a technical contact and augment our customer support teams
Participate with onboarding process
Perform quarterly health checks and business reviews
Participate in TAM on-call rotation (during normal business hours) helping answer customer inquiries and case escalation requests.
Escalate customer issues to management when appropriate.
Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
Leverage knowledge content and systems to obtain product expertise
Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications.
Manage renewal risk and collaborate with sales teams to remediate and ensure a successful renewal and upsell of product
Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
Drive support cases to ensure issues are being resolved in a timely manner.

Bachelor’s Degree or equivalent experience
Experience working with Windows Operating Systems
Knowledge of enterprise web technologies, security and cutting-edge infrastructures
Excellent customer service skills and ability to quickly establish technical credibility with customers
Excellent communication skills, written and verbal
Proven problem-solving skills
Collaborative attitude
Commitment to customer success
3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization (preferred)

Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe

Technical Account Manager I – Tech Touch

Key skills