Senior Technical Account Manager

Customer Ownership & Support

• Serve as the primary technical contact (“named engineer”) for assigned customers

• Provide proactive and reactive support across all customer incidents

• Own and manage cases end-to-end, ensuring timely resolution in line with SLAs

• Troubleshoot issues through replication, analysis, and coordination with internal teams

Customer Engagement & Advocacy

• Build strong, trusted relationships with customer stakeholders

• Act as a customer advocate across Sales, Product, Engineering, and Sophos Labs

• Deliver proactive communications on product updates, security alerts, and best practices

• Participate in customer reviews, checkpoints, and business reviews

Collaboration & Delivery

• Partner with Sales teams on customer strategy and onsite engagements

• Collaborate globally with peers and cross-functional teams to ensure seamless support

• Handle escalations and work closely with the Global Escalation team

• Provide emergency onsite support during critical incidents when required

Operational Excellence

• Maintain accurate case documentation and reporting in CRM systems

• Contribute to customer documentation (welcome packs, communications, etc.)

• Support continuous improvement initiatives and departmental projects

• Share insights and recommendations to improve service delivery

• Bachelor’s degree in computer science or related field

• 5 to 8 years of experience in technical support, customer-facing, or IT services roles

• Minimum 2+ years of experience in a Technical Account Manager (TAM) or equivalent role

• Operating systems: Windows, Linux, macOS

• Core IT infrastructure: Active Directory, DNS, DHCP, GPO, virtualisation

• Networking fundamentals: protocols, packet flow, VPN technologies

• Cybersecurity fundamentals: endpoint and network security

• Cloud technologies and web/email systems

• Strong troubleshooting and analytical skills

• Strong customer focus with enterprise-level support experience

• Excellent communication and presentation skills

• Ability to manage escalations and handle complex customer situations

• Strong stakeholder management and cross-functional collaboration

• Ability to prioritise in a high-volume environment

• Coaching and mentoring capability

• Proactive, detail-oriented, and solution-driven mindset

Preferred to have

• Exposure to enterprise sales environments

• Experience with Sophos products (endpoint or gateway)

• Relevant certifications: CEH, CISSP, ITIL, CompTIA Security+, Network+, CCNA/NP/IE