Note: The job is a remote job and is open to candidates in USA. Flare is a cybersecurity Software-as-a-Service company that helps organizations detect high-risk external exposure across the dark and clear web. The Senior Technical Account Manager serves as a dedicated technical point of contact for customers, providing onboarding, threat intelligence support, platform education, configuration guidance, reporting, and technical issue resolution while collaborating with internal teams.
Responsibilities
- Act as a customer advisor, providing deep technical guidance on leveraging the Flare platform to maximize and optimize the impact of customers’ cyber threat intelligence workflows
- Collaborate closely with Customer Success Managers to ensure customer needs are met and aligned with their business goals
- Contribute to the enablement of customers on the platform and on continuous threat intelligence practices
- Optimize platform configurations through tuning, best practices, and hands-on guidance to ensure maximum value; including integrations using APIs, webhooks and basic scripting
- Manage escalations of complex technical issues and work directly with Product and Engineering teams to resolve them
- Use Flare to perform custom reporting on behalf of customers
- Develop playbooks and best practices for use by peers, customers and CS team members
- Participate in on-site customer visits and industry events to provide hands-on support and build strong customer relationships
- Provide input to the Product team on feature requests, technical challenges, and areas for improvement based on customer feedback
- You will be deeply familiar with Flare’s platform, datasets, and customer use-cases. You will be able to perform a highly competent end to end demo of the platform to both technical and executive audiences
- You will have learned Flare’s systems, processes and documentation and be able to independently find answers to technical questions
- You will have a working understanding of TAM responsibilities, processes and work assignments
- You will have become familiar with Flare’s research and thought leadership and have recommended at least one article to share with a specific customer demographic, including its relevance
- You will have completed hands-on training with the Support team, answering progressively more complicated tickets
- You will be able to quickly assess client deployments and recommend configuration improvements based on desired use case and best practices
- You will have completed at least one bespoke risk report for a customer
- You will have mastered several Flare integrations to be able to enable customers to integrate Flare data easily into their security program
- You will routinely participate in internal meetings with the Customer Success, Support and TAM teams; improving team understanding and alignment
- You will have helped two highly sophisticated customers unlock new use-cases and integrate Flare data into security workflows
- You will have developed one playbook on Flare practices and trained the Customer Success team on delivery
- You will routinely participate in cross functional meetings; representing customers and the broader customer facing teams
- You will have become an active participant in one of Flare’s continuous improvement initiatives
- You will be able to answer complex product questions asked by the CS and AE teams
Skills
- 7+ years of experience in cybersecurity consulting, SOC analyst roles or threat intelligence roles
- Prior experience in B2B SaaS environments or implementing SaaS solutions
- Experience working with API integrations and webhooks
- Basic Python development skills
- Excellent problem-solving skills with the ability to navigate complex technical issues and provide effective solutions
- Exceptional communication and interpersonal skills, capable of simplifying complex technical concepts for customers
- Ability to work cross-functionally with CSMs, Product, and Engineering teams
- Strong organizational skills with the ability to manage multiple accounts, prioritize tasks effectively and drive issues to resolution
- Client-facing experience
- Prior experience in threat analyst roles or with threat intelligence solutions (preferred)
- Bilingual abilities in French and English (preferred)
Benefits
- Bonus structure
- Stock options
- Health coverage/insurance
- Flexible, work from anywhere
- Unlimited vacation
- Fun company events; “Flamping”, curling, rock climbing and many others
- Work-life balance is valued
- Personal and professional growth opportunities
Company Overview