Technical Account Manager ( US Remote)

Company Overview:

Anomali, a world-renowned platform leader in Security Operations, supercharges SecOps by fusing Lightspeed Security Analytics, Industry-Leading Cyberthreat Intelligence (CTI), AI-based automated threat hunting, alert orchestration, automated threat detection and incident response (TDIR) blocking, community intelligence sharing, exposure management, and dark web protection. Transforming CISOs into superheroes and analysts into SOC terminators.

Anomali's Platform offers: “Match” Next-Gen SIEM, “Lens” AI Threat Hunter, “ThreatStream” TIP, Anomali Integrator, Anomali ISAC, Anomali Attack Surface Management, and Anomali Digital Risk Protection, infused with Anomali AI.

Anomali bridges the gap between point solutions (EDR, NDR, SSE, RMM, CAASM, etc.) and replaces legacy SIEMs at 50% the cost, giving analysts easy-to-use tools that enable lightspeed detection & response. Anomali addresses the global shortage in cyber talent by empowering analysts to contain, eradicate, and block threats in seconds without complex SIEM queries, manual blocks, or long investigations. 

Anomali delivers as a proprietary platform and disruptor to the security analytics world. Anomali can search billions of logs in seconds, correlating tens of millions of IoCs and IoAs across years of telemetry and logs often deleted or moved to cold storage. At every point across the cyber kill chain, Anomali supercharges the SOC to detect, contain, and eradicate threats before organizational impact. 

Job Description:

We are looking for a dedicated, ambitious, and self-driven Senior Technical Account Manager (TAM) to support the North America Customer Success team and a strategic customer. As a Customer Success Engineer, you will provide technical expertise, guidance, and training to support our customers and Customer Success Managers (CSMs) to help our customers achieve their security analytics and threat intelligence technical and architectural goals and overcome challenges.

Duties & Responsibilities:

● Customer-facing collaboration for our top customers and supporting CSMs to provide assistance on the following:

o Customer solution architecture changes since onboarding.

o Customer advanced configuration for integrations (e.g., ThreatStream, etc.,).

o Customer approach to advanced installations and upgrades of Anomali products.

o Customer complex Feeds, Threat Circle, and STIX/TAXII situations.

o Curation of complex customer product requests (e.g., alignment with already existing ones, formulization of proper engineering-facing use cases, etc.,).

o Sharing of cross-customer Best Practices and trends from both Anomali’s Internal and Customer Advisory Boards

o Collaborative customer-facing development of advanced rules, filters, and dashboards.

o Delivering customer-facing workshops and advanced training sessions

● CSM “Learning Sessions” to enhance CSM capabilities including:

o Value Realization Pack updates, training, and feedback.

o Best Practices.

o Use Cases.

o Top Product Support fixes and updates for scale broader than the original single customer incident.

o Technical product updates.

● Meetings with Product Support to collaborate on:

o Inbound CSE observed trends and product issues impacting multiple customers with customer sentiment and context.

o Understanding latest Product Support successes and resolutions to share at scale across CSMs.

o Identifying CSM technical education opportunities

● Meetings with Product Management to collaborate on:

o Inbound CSE observed trends and product feature requests impacting multiple customers with customer sentiment and context.

o Understanding latest Product Management releases and resolutions to share at scale across CSMs.

o Identifying CSM product education opportunities

● Assist with the development of Value Realization Packs.

● Assist with the development of CSM Technical Standard Operating Procedures (SOPs)

● Identify opportunities for process improvements, automation, and efficiency gains to enhance the customer experience and drive customer success.

Skills and Experience Requirements:

• Bachelor's degree in Computer Science, Engineering, or a related field

• Industry certifications like OSCP, CEH or CISSP

• Proven experience (5+ years) in a technical customer success, solutions engineering, sales engineering, or similar role, preferably in a SaaS or technology company with experience in cybersecurity technologies and architectures including coverage areas:

o SOAR

o SIEM

o Firewalls

o EDR / XDR

o Other Security Controls & Logs (e.g., IPS/IDS; DLP; NetFlow; etc.,)

• Expertise with at least one SIEM product (Splunk, QRadar, Arcsight, etc) as a SOC Analyst, Security Engineer, Content Developer/Detection Engineer, or working for a SIEM vendor pre- or post-sales.

• Proficiency with relevant log telemetry (network, identity, etc.)

• Proficiency in scripting languages such as Python or Perl

• Strong rasp of general networking concepts and proficiency with various Operating Systems

• Ability to write complex regular expressions or SQL queries

• Experience in managing multiple stakeholders and projects as a lead and team player

• Excellent problem-solving skills with the ability to analyze complex technical issues and drive solutions

• Exceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.

• Experience and strong knowledge in Microsoft Office

• Experience in using Gainsight, Slack, SalesForce, Confluence, and JIRA.

• Ability to thrive in a fast-paced, dynamic environment and manage time and multiple priorities effectively.

• Willing to travel up to 25% of the time.