Technical Account Manager at Illumio

Job description

ONWARDS TOGETHER! Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters. Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running. OUR TEAM'S VISION: Support exists to help customers operate with confidence. We provide expert technical guidance that keeps customers’ Illumio environments secure, resilient, and performing at their best. Our role extends far beyond resolving support cases - we help customers maintain confidence in one of the most critical components of their cybersecurity strategy. Our engineers solve complex technical challenges, collaborate closely with Product Engineering to improve the platform, identify opportunities to strengthen the customer experience, and partner with Customer Success and Professional Services to ensure customers achieve lasting success. Every interaction is an opportunity to deepen customer trust and reinforce the value of their investment in Illumio. Joining Support means becoming part of a collaborative organization that values technical excellence, continuous learning, operational discipline, and customer advocacy. If you’re passionate about solving difficult problems, working across teams, and helping customers succeed in their cybersecurity journey, you’ll have the opportunity to make a measurable difference for customers around the world. YOUR IMPACT: • Establish long-term relationships within assigned accounts while developing an understanding of the client’s strategic goals and overall impact on business results. • Provide project leadership, coordination, and architectural guidance for the customer’s cyber security, Zero Trust and Illumio product initiatives. • Lead and drive challenging requests across simultaneous client engagements. • Provide clear and constructive product feedback to Illumio’s Product Management teams based on customer use-cases and requirements. • Understand the customer’s high-level business challenges while functioning as an advisory resource for “Best Practices” and driving adoption of Illumio’s solutions. • Perform health checks, document findings, and provide best-practice recommendations. • Be a customer advocate within Illumio to ensure that escalations are resolved in a timely fashion. • Help customers avoid and/or mitigate issues with proactive guidance based on extensive customer experience. • Collect metrics and develop reports that illustrate project health and progress. • TRAVEL: Although this is a home-office based position, applicants must be able to travel 30% for customer visits. Additional travel for training and conferences may also be required throughout the year. YOUR TOOLKIT: • Knowledge of cybersecurity industry products, Firewalls, Zero Trust architecture and Security best practices. • A solid technical background in advanced security (preferably with technical certifications). Additionally, a background in data center infrastructure, operating systems, desktop deployments, system administration and/or technical architecture is preferred. • Superb communication, presentation and interpersonal skills including the ability to communicate effectively and build relationships with security practitioners, architects and executives. • Experience deploying enterprise security solutions. • Fast learner with the ability to explain complex technical concepts to a variety of audiences. • Strong business insight and problem-solving skills with the ability to influence internal and external partners at all levels. • Be effective working independently and in a team setting. • 5-10 years of experience supporting SaaS enterprise software. Plus Factors: • Bachelor’s degree in engineering or science. • Knowledge of networking concepts such as: Routers, switches, load balancers, and security solutions from a variety of vendors. • Experience with integrating heterogeneous security environments. • Familiarity with SIEM and SOAR in enterprise customer environments. • Strong organizational skills with the ability to handle multiple client. #LI-JW2 #LI-Remote Our Commitment Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions creates a culture of belonging, drives our future, and makes us stronger together in support of our customers and their success. All official job offers from our company are extended directly by our recruitment team and will be sent through an official E-Signature document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records.

Requirements

Must-haves

ONWARDS TOGETHER!
Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.
Support exists to help customers operate with confidence.
Establish long-term relationships within assigned accounts while developing an understanding of the client’s strategic goals and overall impact on business results.
Provide project leadership, coordination, and architectural guidance for the customer’s cyber security, Zero Trust and Illumio product initiatives.
Lead and drive challenging requests across simultaneous client engagements.
Provide clear and constructive product feedback to Illumio’s Product Management teams based on customer use-cases and requirements.
Understand the customer’s high-level business challenges while functioning as an advisory resource for “Best Practices” and driving adoption of Illumio’s solutions.
Perform health checks, document findings, and provide best-practice recommendations.
Be a customer advocate within Illumio to ensure that escalations are resolved in a timely fashion.
Help customers avoid and/or mitigate issues with proactive guidance based on extensive customer experience.
Collect metrics and develop reports that illustrate project health and progress.
TRAVEL: Although this is a home-office based position, applicants must be able to travel 30% for customer visits. Additional travel for training and conferences may also be required throughout the year.
Knowledge of cybersecurity industry products, Firewalls, Zero Trust architecture and Security best practices.
Superb communication, presentation and interpersonal skills including the ability to communicate effectively and build relationships with security practitioners, architects and executives.
Experience deploying enterprise security solutions.
Fast learner with the ability to explain complex technical concepts to a variety of audiences.
Strong business insight and problem-solving skills with the ability to influence internal and external partners at all levels.
Be effective working independently and in a team setting.
5-10 years of experience supporting SaaS enterprise software.
Bachelor’s degree in engineering or science.
Knowledge of networking concepts such as: Routers, switches, load balancers, and security solutions from a variety of vendors.
Experience with integrating heterogeneous security environments.
Familiarity with SIEM and SOAR in enterprise customer environments.

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Effort: quick

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