What are the responsibilities and job description for the Technical Account Manager position at Teramind?
About Teramind
Teramind is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization. With our comprehensive suite of solutions, organizations gain unprecedented visibility into user activities while enhancing security, optimizing productivity, and ensuring compliance. Trusted by Fortune 500 companies and businesses of all sizes across industries, our innovative platform helps organizations protect sensitive data, maximize workforce performance, and create safer, more efficient digital workplaces. Through real-time monitoring and advanced analytics, we enable businesses to safeguard their most sensitive information while optimizing employee productivity in both in-office and remote work environments.
Our Core Values
At Teramind, our values drive everything we do. We embrace innovation as a fundamental principle, constantly pushing boundaries to improve our products, streamline processes, and enhance customer experiences. We foster resourcefulness by empowering our team members with the autonomy and confidence to solve problems independently while providing collaborative support when needed. As a globally inclusive organization, we celebrate diversity and create an adaptable work culture where respect and collaboration thrive across our international teams. Above all, we are committed to excellence, delivering the highest quality in every aspect of our work and consistently exceeding expectations in service to our clients and each other.
About the Role
We are looking for a proactive and customer-focused Technical Account Manager (TAM) to join our team. As a TAM, you will act as the main technical advisor for our strategic clients, helping them maximize value from our solutions, ensuring smooth product adoption, and driving ongoing success through expert-level guidance and support.
Key Responsibilities
• Serve as the primary technical point of contact for assigned enterprise customers. Provide technical support and advanced-level troubleshooting.
• Triage complex customer service issues received through various customer service channels
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Coordinate with internal teams (Support, Engineering, Product) to resolve issues.
• Identify trends in support requests to help create long-term solutions
• Build and maintain strong relationships with technical stakeholders.
• Help with onboarding and implementation efforts tailored to customer needs.
• Understand customer objectives and proactively recommend solutions to meet them.
• Check system health and performance to preemptively identify potential issues.
• Provide regular technical reviews, reports, and improvement plans.
• Guide customers on best practices in configuration, security, and architecture.
• Advocate for customer needs within the company to influence the roadmap and product improvements.
Required Qualifications
• 5 years of experience in a technical account management, solutions engineering, or technical consulting role.
• Ability to navigate comfortably in Linux and Windows shells
• Extensive knowledge of PostgreSQL
• Knowledge of an Intercom or similar ticketing system
• Knowledge of project management tools such as Jira
• Understanding of B2B SaaS products, IT security, and data platforms
• Ability to translate intricate technical details to simple, understandable terms
• Strong interpersonal skills and ability to work with customers & cross-functional teams.
• Solid knowledge in cloud computing platforms, including Microsoft Azure and Amazon Web Services (AWS).
• Proficiency in Linux, macOS, and Windows operating systems, including system configuration, troubleshooting, and security.
• Excellent communication and interpersonal skills, with a strong ability to explain technical concepts to non-technical stakeholders.
• Proven ability to manage multiple customers and priorities simultaneously.
• Strong analytical thinking and problem-solving skills.
Benefits
This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
Additionally:
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive salary
• High-quality health benefits
• 401(k) with employer match
• Career growth opportunities
• Unlimited paid time off
• Company-issued laptop (choice of Mac or PC)
• Professional development budget
About our recruitment process
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.
All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.