Technical Account Manager

The Role:

Halcyon is looking for a high-performing problem solver and innovator to join our expanding support team as a Technical Account Manager. In this role, you will provide world-class support post-sale to Halcyon customers.  You will professionally interact with customers to resolve their highest priority issues across various platforms and integrations, including Windows, Linux, and Mac. You will own the post-sale technical relationship with the customer to smooth onboarding.  The ideal candidate will possess a strong understanding of cloud, networking, applications, endpoints, and security. 

You will collaborate closely with Halcyon's Customer Success, Engineering, and Threat Response teams to deliver solutions to complex issues, handle emerging threats, all while delivering top-notch support to our clients. If you are a self-motivated team player who is eager to learn and can adapt quickly, we encourage you to apply. 

Responsibilities:

• Manage, escalate, and drive resolution of technical, service and infrastructure issues to augment our customer support team.
• Manage onboarding, implementation, and periodic customer health checks.
• Ensure customer success through product training and developing and sharing best practices. 
• Act as the customer advocate with internal Halcyon stakeholders to ensure customer feedback is adequately documented and assessed by internal parties.  
• Engage with customers at all levels of their organization, from the front lines to the C-suite. 
• Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux and follow up with recommendations and action plans within the service level objectives. 
• Develop and test solutions for complex problems while conveying customer needs to the Engineering and Product Development teams. 
• Respond to escalations via phone or email promptly, courteously, and professionally. 
• Document technical resolutions in the knowledge base as needed. 
• Learn and develop new skills quickly as required. 
• Perform other duties as assigned. 
• Escalate customer issues to management when appropriate. 
• Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed. 
• Participate in technical communications within the team to share best practices and learn about new technologies and complementary security applications. 
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Support the sales teams in identifying account expansion opportunities. 

 Skills and Qualifications:

• At least five years of Customer Success / Support / Technical Account Management in a SaaS organization.
• Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience. 
• Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis. 
• Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information. 
• Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques. 
• Ability to provide customer support and utilize customer support tools effectively. 
• Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge. 

Benefits:

• Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents.
• 401k plan with a generous employer contribution.
• Short and long-term disability coverage, basic life and AD&D insurance plans.
• Medical and dependent care FSA options.
• Flexible PTO policy.
• Parental leave.
• Generous equity offering.