Senior Technical Account Manager
- Sophos
- 5 - 8 years
- Remote
- 1 month ago
- Email to a friend
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Job Description
Role Summary
The Technical Account Manager (TAM) acts as the primary technical advisor for a portfolio of Sophos customers and partners. This role combines deep technical expertise with strong customer engagement, ensuring proactive support, faster issue resolution, and long-term customer success.
You will build an in-depth understanding of customer environments, advocate for their needs internally, and collaborate across teams to deliver high-quality support and strategic guidance.
What you will do
Customer Ownership Support
- Serve as the primary technical contact ( named engineer ) for assigned customers
- Provide proactive and reactive support across all customer incidents
- Own and manage cases end-to-end, ensuring timely resolution in line with SLAs
- Troubleshoot issues through replication, analysis, and coordination with internal teams
Customer Engagement Advocacy
- Build strong, trusted relationships with customer stakeholders
- Act as a customer advocate across Sales, Product, Engineering, and Sophos Labs
- Deliver proactive communications on product updates, security alerts, and best practices
- Participate in customer reviews, checkpoints, and business reviews
Collaboration Delivery
- Partner with Sales teams on customer strategy and onsite engagements
- Collaborate globally with peers and cross-functional teams to ensure seamless support
- Handle escalations and work closely with the Global Escalation team
- Provide emergency onsite support during critical incidents when required
Operational Excellence
- Maintain accurate case documentation and reporting in CRM systems
- Contribute to customer documentation (welcome packs, communications, etc.)
- Support continuous improvement initiatives and departmental projects
- Share insights and recommendations to improve service delivery
What you will bring
- Bachelor s degree in computer science or related field
- 5 to 8 years of experience in technical support, customer-facing, or IT services roles
- Minimum 2+ years of experience in a Technical Account Manager (TAM) or equivalent role
- Operating systems: Windows, Linux, macOS
- Core IT infrastructure: Active Directory, DNS, DHCP, GPO, virtualisation
- Networking fundamentals: protocols, packet flow, VPN technologies
- Cybersecurity fundamentals: endpoint and network security
- Cloud technologies and web/email systems
- Strong troubleshooting and analytical skills
- Strong customer focus with enterprise-level support experience
- Excellent communication and presentation skills
- Ability to manage escalations and handle complex customer situations
- Strong stakeholder management and cross-functional collaboration
- Ability to prioritise in a high-volume environment
- Coaching and mentoring capability
- Proactive, detail-oriented, and solution-driven mindset
Preferred to have
- Exposure to enterprise sales environments
- Experience with Sophos products (endpoint or gateway)
- Relevant certifications: CEH, CISSP, ITIL, CompTIA Security+, Network+, CCNA/NP/IE
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network Service TechnicianEmployement Type: Full timeContact Details:
Company: SophosLocation(s): Remote+ View Contact
Keyskills: Automation Linux Networking Active directory DNS Windows Customer engagement CCNA Technical support CRM
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Sophos
Powered by SophosLabs a global threat intelligence and data science team Sophoscloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomwa...
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