Job Post

Technical Account Manager
Carbon Black
1100 Winter St.
Waltham, MA 02451

Why Carbon Black?

At Carbon Black, you’ll have the chance to make an impact in the ever-evolving cybersecurity space. Our advanced technology tackles even the toughest challenges and stays ahead of the latest threats.

If you want to join an agile company that’s building bleeding edge technology in the cloud, Carbon Black is the place for you. Driven by passionate people who are dedicated to making the world safer, it’s no wonder we’ve been named a “Top Place to Work” by the Boston Globe for three consecutive years. Join us!

Why You Matter

The Technical Account Manager for the Platinum program is a new critical role in the Support Organization to help ensure the technical health success of our Platinum customers. This is a very proactive role that also works closely with the Account Manager/Customer Success team as part of the Carbon Black Account Team.

The TAM proactively drives the technical health of the Platinum customer through dashboard review, case management, coordinating solutions/priorities, understanding environment/infrastructure, business practices and managing all escalated issues that may occur. This is a great opportunity for someone with a passion for customer success, and a background supporting end point security products, and who wants to add more value through customer engagement to provide a superior experience. We have an incredibly talented team and a performance based and collaborative culture. You will be able to learn from some extraordinary colleagues and leaders as well as bring your own talents and ideas to the team to help us continue to grow.

What You’ll Do

  • Provide exceptional customer support on all technical support requests from assigned strategic accounts with Platinum level support
  • Proactively review the customer dashboard and address any open issues and ensure consistent messaging and appropriate escalation
  • Possess a deep understanding of the customers environment, mitigation plans, configuration, important times of the year
  • Obtain and coordinate Carbon Black product roadmap and release schedule with customers, including new features relevant to their environment
  • Contribute to feedback to PM/Development on product improvements to enhance supportability based on customer experience
  • Works with Account Manager/CS team on any potential new and add-on opportunities within accounts, and attend QBR meetings to ensure the customer is in a renewable state
  • Works with escalation coordinator to set priorities and establish a technical health plan for open defects and escalated issues

  What You’ll Bring 

  • BS in Computer Science or equivalent
  • 5-7+ years of technical support experience; enterprise security space preferred
  • Excellent organizational and project management skills
  • Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
  • Proven leaderships skills and problem solving skills
  • Strong written and verbal communication skills
  • Familiarity with software distribution, patch management, and anti-viral technologies
  • Excellent analysis and debugging skills
  • Programming experience preferred

Who We Are

Carbon Black is the leading provider of next-generation endpoint security. Carbon Black’s Next-Generation Antivirus (NGAV) solution, Cb Defense, leverages breakthrough prevention technology, “Streaming Prevention,” to instantly see and stop cyberattacks before they execute. Cb Defense uniquely combines breakthrough prevention with market-leading detection and response into a single, lightweight agent delivered through the cloud. With more than 7 million endpoints under management, Carbon Black has more than 2,500 customers, including 30 of the Fortune 100. These customers use Carbon Black to replace legacy antivirus, lock down critical systems, hunt threats, and protect their endpoints from the most advanced cyberattacks, including non-malware attacks.

Carbon Black, Inc. is an EEO/AA employer. Carbon Black is an inclusive employer that believes in workplace equality, supports diversity, creates a welcoming environment, and respects the unique qualities each individual brings to the company. 

Category: Client Services

See What It's Like To Work Here

Carbon Black’s endpoint security platform defends organizations of all sizes from modern-day attacks with its unique zero-gap protection.

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