Technical Account Manager, SIEM​/Security Analytics

Job Overview

We are looking for a dedicated, ambitious, curious and self‑driven Technical Account Manager (TAM) to join the EMEA Customer Success team. The TAM is a technical subject matter expert focused on our customers’ success. As an advocate you will usher customers through the maturity journey, use your technical expertise to solve issues, and help our customers achieve their security operations and threat intelligence goals.

You will bring a combination of technical expertise and customer relationship skills to the table and be comfortable flexing in either direction as the situation requires. By using your knowledge of CTI and Sec Ops you’ll provide technical advice to ensure customers use the technology effectively. You will have an intimate knowledge of your customer’s environment, a robust knowledge of the Anomali Platform, and understand the opportunities and challenges our customers face.

You will monitor usage, create custom dashboards, make best‑practice recommendations, prove ROI and value, and build reference accounts. The TAM is instrumental in providing feedback and insight to our internal technical teams for emerging needs, continuous improvement and undiscovered opportunities.

• Serve as an Anomali Platform power user and help our customers achieve success with the technology.
• Build strong customer relationships, especially with key customer stakeholders.
• Address customer technical requests, proactively identify and resolve issues.
• Provide advice, guidance and technical know‑how to ensure successful usage and adoption.
• Manage customer expectations while holding them accountable.
• Be the customer’s advocate and internal champion.
• Promote advocacy.
• Track key account metrics and communicate progress to internal and external stakeholders.
• Engage with Onboarding Engineers to ensure a smooth transition.
• Engage with Technical Support for speedy resolution of customer issues.
• Engage with Engineering to resolve customer‑reported issues.
• Partner with Sales to ensure an exceptional customer experience.
• Engage with Product Management to promote customer feature requests.

• Bachelor’s degree in Computer Science, Engineering or a related field. Additional 3 years of relevant experience considered in lieu of a degree.
• 5+ years of experience in a technical customer success, solutions engineering, sales engineering or similar role, preferably in a SaaS or technology company with experience in cybersecurity technologies and architectures.
• Coverage areas: SOAR, SIEM, Firewalls, EDR/XDR, Security Controls & Logs.
• Significant experience working in enterprise accounts, Sec Ops and threat intelligence with expertise with at least one SIEM product (Splunk, QRadar, Arcsight, etc.).
• Strong grasp of general networking concepts and proficiency with various operating systems; proficiency with relevant log telemetry (network, identity, etc.).
• Experience managing multiple stakeholders and projects as a lead and team player.
• Customer‑first attitude; a listener who is customer‑oriented and attentive to their needs.
• Critical thinker with problem‑solving skills; enjoys solving technical and challenging issues.
• Works well under pressure with a high tempo of operations.
• Exceptional communication, presentation and interpersonal skills, with the ability to effectively communicate technical concepts to non‑technical audiences.
• Experience in using Gainsight, Salesforce and JIRA.
• Willingness to travel up to 25% of the time.
• Located in and authorized to work in Saudi Arabia.