Red Canary

Enterprise Technical Account Manager

Job Description

Challenges You Will Solve
Enterprise customers are unique.  They have created a successful business at scale and need expertise into that business to help successfully guide their security solutions. The Enterprise Technical Account Manager understands enterprise customers’ technical requirements and works with security teams to implement and utilize Red Canary’s products to the fullest. Your success is measured by establishing Red Canary as a security ally to customer’s security operations teams, ensuring technical and product requirements are met, and operationalizing Red Canary’s products into the customer’s security operations processes.


What You'll Do
  • Act as the technical liaison with Red Canary’s enterprise customers
  • Work closely with Sales and Customer Success to align technical use cases with business value
  • Document and track customers’ feature and support requests 
  • Technical onboarding of new customers
  • Document best practices and troubleshooting guidance
  • Tracking activity, documenting root cause, and reporting
  • Serve as a technical subject matter expert, focusing mostly on the use case planning, testing, troubleshooting, and implementing
  • Drive innovation by leading initiatives to develop new capabilities on the Red Canary platform
  • Provide technical leadership within and outside of your immediate team
  • Guide customers through the technical onboarding, adoption, and optimization of Red Canary
  • Act as an internal advocate for your customers' needs
  • Work collaboratively with team members to improve overall Red Canary customer experience
  • Train and mentor team members 
  • Lead technical training sessions

    • What You'll Bring
  • 3+ years of enterprise experience designing and implementing infrastructure initiatives with a familiarity of security technologies
  • Strong understanding of technology and security products 
  • Ability to clearly communicate complex solutions in an easy to understand manner
  • Strong ability to prioritize tasks and issues using sound data and metrics
  • Experience solving Level 2, and 3 Support cases
  • Experience consulting enterprise customers
  • Critical thinking and problem solving; can break problems down into manageable, ordered piece parts and masterfully convey the problem statement and plan to others
  • Strong enterprise-level troubleshooting 

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