Note: The job is a remote job and is open to candidates in USA. FireMon provides network security policy control across on-premises, cloud, and hybrid environments. The Technical Account Manager advocates for designated customers, manages technical issues and projects, and coordinates with internal teams to support adoption, retention, and customer satisfaction.

Responsibilities

• 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 development/services projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs
• This role will also require periodic onsite visits
• Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction
• Provide project leadership for customers' major FireMon programs
• Collaborate cross-functionally with FireMon teams—including Support, R&D, Product Management, and Sales—to address customer needs and deliver high-impact outcomes
• Management, and Sales, on customers' technical issues and projects
• Maintain current functional and technical knowledge of the FireMon product line
• Provide hands-on support to customers for system health checks, user and device management, troubleshooting, upgrades, and monitoring activities
• Manage multiple customer engagements, balancing priorities and driving resolution across requests
• Share insights and constructive feedback with internal teams to help improve products and customer experiences
• 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 teams to manage expectations and provide a clear view of customer progress and health throughout their lifecycle
• Commit to continuous learning by maintaining relevant certifications and gaining new ones each year

Skills

• Bachelor's Degree in Computer Science, Information Technology, or another related field
• 5+ years of experience in roles such as technical project management, technical account management, professional services, or similar customer-facing technical roles
• Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and software-defined virtual networks
• Experience in client-server applications, Unix/Linux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches
• At least one active technical certification (e.g., CCNA or equivalent), with a willingness to pursue additional certifications annually as part of your professional growth
• Understanding of modern software development methodologies, including infrastructure design and architecture best practices
• Proven success in customer-facing roles—especially in implementation, or support settings—where communication and relationship-building were key
• Strong analytical and problem-solving skills, with the ability to balance technical detail and customer impact
• Excellent organizational skills, with the ability to prioritize and manage multiple customer needs at once
• Effective communicator with the ability to engage stakeholders across various roles—from hands-on technical teams to mid-level managers and senior IT leadership (CISO/CIO/CTO level) in enterprise environments

Benefits

• Remote work; periodic onsite visits are required.

Company Overview

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