Job Description

The Technical Account Manager (TAM) manages the Premium Support relationship and ensures that Skyhigh Security is and continues to be considered a key technology partner within the account. TAM will be assigned to key accounts and will become the single point of contact for all post sales technical issues. This position requires someone who enjoys interacting with customers, and cross functional teams to drive customer issues to resolution. TAM will work closely with the Field Sales Team/PS Team to ensure that all Skyhigh Security products and services are deployed in a manageable and supportable way, and the customer gets the most out of their investment for the life of the contract. TAM will be assisting Skyhigh Security customers to resolve their technical issues in timely manner. As the Skyhigh Security platform integrates with many aspects of the Internet and customer infrastructure, a thorough understanding of Internet and Networking protocols is required. About Role: Interact with the assigned Skyhigh Security customers assigned via phone/email and provide the highest level of urgency to resolve their technical issues in timely manner. Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Work closely with support engineers and escalation team as and when required. Expected to be available to be on call when contacted by premium support customers for P0/P1 customer impacting issues during non-operational hours. Should be able to provide deployment advisory and best practices. Proactively monitors customer deployments and drive communication as needed. Proactively update customers about cloud updates, upgrade and ensure necessary action to maintain availability and customer satisfaction. Run regular service status meetings and case reviews. Provide on-site and virtual product training to Premium Support customers as per requirement Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues. Document all technical issues, analysis and communication with the customer and ensure that the documentation is crystal clear with action items, CTAs etc About You: Excellent communication and customer management skills Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP). Excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security - Firewalls/Proxy/VPN and SIEMs Understanding of cloud platforms like O365 Suite, Salesforce, Azure, AWS, GCP is desired Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding and in-depth knowledge of Networking Security Concepts Good understanding of Linux/Unix Knowledge of Java and SQL is a plus Scripting language (eg Perl, python) is a plus Must be open to work night shifts 4+ years of technical support experience in large enterprise space with solid understanding of technical support processes, customer management/handling skills ability to work under pressure. Experience in providing account based focused technical support is desirable The ideal candidate will be an Engineer, who is a self-starter, with excellent interpersonal, communication, presentation, documentation, problem solving and troubleshooting skills. Quality focus, result goal orientation in a group situation and commitment to customer delight are a must.

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