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What you will do:
- Serve as the primary customer-facing owner for high-stakes technical situations, restoring customer confidence.
- Assess incoming concerns and determine appropriate response, from targeted clarification to comprehensive cross-functional investigation.
- Coordinate investigations with R&D, Engineering, Product, Support, and Customer Success teams, translating customer feedback into actionable requests.
Who you are:
- 5–7 years of customer-facing experience in a technical role such as Technical Account Manager, Sales Engineer, or Support Engineer in enterprise SaaS or cybersecurity.
- Demonstrated experience managing complex escalations and leading de-escalation efforts for strategic accounts.
- Professional cybersecurity experience required, with technical fluency to engage credibly with customers and R&D teams.
What we offer:
- Base salary range of $107,100–$154,000 annually, plus bonus or incentive compensation.
- Equity participation and comprehensive employee benefits package.
- Remote work opportunity within the United States.
Jobgether
Our partner is a company in enterprise cybersecurity, focused on restoring customer trust through high-impact technical support. They are a fast-moving organization that values empathy and strong cross-functional collaboration, seeking a Critical Situation Manager to lead complex escalations.