Senior Technical Account Manager

About the role

Dropzone AI is transforming how Security Operations Centers (SOCs) handle investigations by delivering AI-driven automation and insight. As our first Technical Account Manager, you’ll be instrumental in bridging the gap between our technical product and our rapidly growing customer base. This is an ideal role for someone excited about cybersecurity, loves working with customers, and thrives in both technical troubleshooting and proactive relationship management.

In this role, you’ll become an expert in how Dropzone integrates into diverse SOC environments. You’ll guide customers through integration setups, assist in troubleshooting complex alerts, and help customers maximize the value they derive from Dropzone. You’ll also own the rhythm of customer communication, from planning meetings to documenting outcomes, and ensure an outstanding customer experience.

At this stage, this role carries nominal commercial responsibility for contract renewals with a variable compensation component commensurate to expectations.

What you'll do

Technical Guidance & Troubleshooting

• Serve as a trusted technical advisor for customers using Dropzone, especially security analysts and SOC teams.
• Walk customers through integrations, ensuring successful deployment using our documentation and best practices.
• Analyze and explain alerts generated by Dropzone, helping customers understand and tune the system effectively.
• Use SQL to extract and analyze customer data for troubleshooting or usage insights.
• Partner with engineering to escalate and resolve technical issues as needed.

Customer Relationship Management

• Manage a book of customer accounts, acting as their primary technical point of contact.
• Organize and run regular check-ins, including setting agendas and documenting action items.
• Handle customer support requests with urgency and empathy, ensuring timely follow-up and resolution.
• Draft clear, professional communications including status updates, technical explanations, and customer review emails.
• Maintain meticulous records in internal systems to track issues, feature requests, and customer feedback.
• While the TAM role does not currently own commercial renewals, you may collaborate with the Head of Customer Success to provide technical insights that inform renewal conversations or business reviews. As Dropzone grows, there may be opportunities to expand into managing commercial renewals or account expansion if desired.
  
  

Enablement & Advocacy

• Contribute to improving documentation and knowledge bases to help customers self-serve.
• Advocate internally for customer needs, identifying patterns and opportunities for product improvement.
• Assist with customer enablement, including creating technical guides, FAQs, or training materials.

Requirements

• 2-5 years of experience in a customer-facing technical role (Technical Account Manager, Security Analyst, Solutions Engineer, Customer Success Engineer, etc.) ideally in cybersecurity or enterprise software.
• Strong understanding of the Security Operations Center (SOC) environment, tools, and workflows.
• Comfortable explaining and troubleshooting:
  • SIEM and SOAR integrations
  • Security alert workflows and incident investigation processes
• Technical proficiency in:
  • Writing SQL queries to extract and analyze data
  • Experience working with APIs or integration tools
• Excellent organizational skills, able to juggle multiple accounts and tasks without dropping details.
• Superb communication skills:
  • Able to translate technical concepts for varied audiences
  • Professional, clear writing for customer emails, documentation, and internal notes
  • Comfortable working in a startup environment: adaptable, proactive, and eager to build new processes.

Nice to have

• Experience using or administering security tools (e.g., Splunk, QRadar, Chronicle, Sentinel, SOAR platforms)
• Reading and editing Python code (even if not from scratch)
• Previous experience in customer success or account management roles
• Interest in collaborating on commercial aspects of customer relationships in the future is welcome, but not required. We support career growth into account management or sales for those who wish to explore that path.

Work Environment/Travel

We are a 100% remote company where you will work from your home with company-provided equipment to set you up for success. Semi-frequent travel to professional office settings and other events locally and nationally; some overnight travel expected.

Compensation

In the spirit of pay transparency, we are excited to share the base salary range below, exclusive of fringe benefits or potential bonuses. If you are hired at Dropzone your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer a generous benefits package, including company paid health insurance, 401K Plan with employer match, Self-Managed PTO, parental leave, and more.