Technical Account Manager
We are looking for a Technical Account Manager (TAM) — Public Sector / Digital Forensics. This is a key customer-facing role where you will serve as the named technical owner of a strategic customer account. Sitting between the customer's operational teams and Exterro's product, support, and engineering organizations, you are accountable for ensuring the customer achieves sustained value from their Exterro platform.
This role supports a major German public-sector account operating a central analysis and digital forensics environment used by investigative units. As the day-to-day technical advisor on that system, you will guide its expansion, enable the teams who run it, and act as the primary escalation path.
The ideal candidate possesses deep technical expertise in digital forensics or e-discovery, strong account ownership, and a high level of professionalism.
Location & Employment Terms
- Location: Germany — Remote (customer engagement delivered remotely; occasional travel by prior approval only)
- Working Hours: Core business hours 08:00–17:00 CET
- Contract Type: Full-time
- Language Requirement: Fluent German (spoken, written, reading comprehension) — mandatory. Professional English.
Responsibilities
Advisory & Systems Guidance
- Advise on the expansion of the customer's forensic capability, including the design and build-out of a forensics laboratory.
- Assess how proposed expansions can be implemented against the customer's existing and planned infrastructure while ensuring alignment with security standards and IT industry standards.
- Translate operational and procedural requirements into a workable technical roadmap.
Enablement & Level 3 Support
- Induct and train customer process-owning teams and designated multipliers on platform components, workflows, and new release features.
- Deliver release management handovers and workshops covering software changes and system architecture impacts.
- Contribute to the creation and maintenance of operational documentation.
- Run regular status meetings covering live questions, open items, and participate actively in problem and incident management.
- Perform administrative tasks for central system configuration following updates and analyze infrastructure-side sources of error (permissions, shares, access issues).
- Participate in lab management and provide Level 3 technical support.
Account Ownership
- Act as the single named technical point of contact for the account, maintaining a clear view of account health, risks, and commitments.
- Maintain scope discipline by identifying out-of-scope work against the agreed Statement of Work (SOW) and routing it through proper commercial channels.
- Keep accurate records of billable engagement time.
- Perform other duties as assigned.
Requirements
- Bachelor’s Degree and a high level of professionalism required.
- Minimum 5 years in a Technical Account Management, Senior Support, Forensic Consulting, or Solutions Engineering role.
- Fluent German and professional English required.
- Hands-on experience with Digital Forensics or E-Discovery platforms (collection, processing, review, and analysis workflows).
- Strong troubleshooting ability across the full stack: application, infrastructure, permissions, storage, and networking.
- Demonstrated experience running escalated support and participating in formal incident and problem management processes.
- Excellent written and verbal communication skills with confidence delivering training and workshops.
- Proven desire and ability to own and resolve complex issues.
Preferred Qualifications
- Familiarity with the Exterro platform (FTK, E-Discovery, Data Risk Management) or comparable forensic tooling.
- Experience working inside public-sector or regulated environments, including security, procurement constraints, and GDPR data handling.
- Experience supporting lab environments and build-out projects.
- Relevant industry certifications (Forensics, ITIL, Security, or Vendor Platform certifications).
Why Exterro?
- Impact: Play a key role in a company at the forefront of data risk management, helping businesses safeguard their data in an increasingly complex digital world.
- Growth Opportunity: Join a rapidly growing organization where there is room for learning, development and upward mobility.
- Culture: Work in an innovative, inclusive, and collaborative environment, where your contributions are valued, and your professional development is supported.
Exterro is an equal opportunity employer, participates in E-Verify, and is a drug-free workplace. All employment offers are contingent upon successful passing of a background check. You will be required to sign a non-competition agreement for this role.
All employees are responsible for understanding and adhering to the organization’s security and privacy policies, procedures, and standards. As part of your role, you are expected to protect the confidentiality, integrity, and availability of information and systems within your scope of responsibility. Additionally, you are required to participate in mandatory security and privacy training and ensure that best practices are applied in all work activities.
Skills Required
- Bachelor's degree
- At least 5 years of experience in Technical Account Management, senior support, forensic consulting, or solutions engineering
- Fluent German and professional English
- Hands-on experience with digital forensics or e-discovery platforms and collection, processing, review, and analysis workflows
- Strong troubleshooting across applications, infrastructure, permissions, storage, and networking
- Experience with escalated support and formal incident and problem management processes
- Excellent written and verbal communication skills, including training and workshop delivery
- Ability to own and resolve complex issues
- Familiarity with Exterro, FTK, E-Discovery, Data Risk Management, or comparable forensic tooling
- Experience in public-sector or regulated environments, including security, procurement constraints, and GDPR data handling
- Experience supporting laboratory environments and build-out projects
- Relevant forensics, ITIL, security, or vendor platform certifications
What We Do
Exterro’s Legal Governance, Risk and Compliance (GRC) solutions enable you to address your privacy, compliance, investigation and litigation risks more effectively and at lower costs.
