Note: The job is a remote job and is open to candidates in USA. Covenant Consulting is hiring a Technical Account Manager to provide embedded, hands-on engineering and troubleshooting support for customers using firewall and cybersecurity technologies. The role manages customer relationships and projects, collaborates with Support, R&D, Product Management, and Sales, and helps resolve technical issues while improving customer satisfaction and product outcomes.
Responsibilities
- Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction
- Provide project leadership for customers' major company programs
- Collaborate cross-functionally with teams—including Support, R&D, Product Management, and Sales—to address customer needs and deliver high-impact outcomes
- Management, and Sales, on customers' technical issues and
- Projects
- Maintain current functional and technical knowledge of the product line
- Provide hands-on support to customers for system health checks, user and device management, troubleshooting, upgrades, and monitoring activities
- Manage multiple customer engagements, balancing priorities and driving resolution across
- Requests
- Share insights and constructive feedback with internal teams to help improve products and customer experiences
- Document best practices in developing and deploying company solutions in the customers' environments
- Be a technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers' business problems
- Partner with account teams to manage expectations and provide a clear view of customer progress and health throughout their lifecycle
- Commit to continuous learning by maintaining relevant certifications and gaining new ones each year
Skills
- 5+ years of experience in roles such as technical account management, customer engineer, solutions architect, forward deployment engineer, or similar customer-facing technical roles
- Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and software-defined virtual networks
- Experience in client-server applications, Unix/Linux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches
- At least one active technical certification (e.g., CCNA or equivalent), with a willingness to pursue additional certifications annually as part of your professional growth
- Understanding of modern software development methodologies, including infrastructure design and architecture best practices
- Proven success in customer-facing roles—especially in implementation, or support settings—where communication and relationship-building were key
- Strong analytical and problem-solving skills, with the ability to balance technical detail and customer impact
- Excellent organizational skills, with the ability to prioritize and manage multiple customer needs at once
- Effective communicator with the ability to engage stakeholders across various roles—from hands-on technical teams to mid-level managers and senior IT leadership (CISO/CIO/CTO level) in enterprise environments
Benefits
- Bonus and commission
- 100% remote work
- Willingness to pursue additional certifications annually as part of your professional growth
Company Overview