Technical Account Manager

Description:

About Cyera  

Come join the company building the security operating model for the age of AI. AI has changed how data is used — and security must change with it. Cyera's mission is to empower businesses to accelerate AI Adoption by defining a holistic approach to securing AI - from data to access to model. Instead of perimeter controls and static policies, Cyera provides a unified control plane that understands relationships between data, access, and behaviors across humans, systems, and AI. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data and AI security.

About the Role

As a Technical Account Manager, you will serve as a strategic technical advisor, ensuring customers derive maximum value from Cyera’s platform. You will provide a proactive engagement layer that improves service transparency, accelerates issue resolution, and builds customer confidence. By managing operational cadences, analyzing service trends, and facilitating cross-functional collaboration, you will ensure customers receive high-quality, coordinated technical guidance.

Key Responsibilities

• Strategic Relationship Management: Act as the primary technical contact for strategic accounts, building trust with security and technical leadership.
• Support & Escalation Oversight: Monitor ticket health, validate business impact, and drive prioritization and escalation paths to ensure expedited resolutions.
• Operational Reporting: Deliver monthly analytics on ticket trends, severity, and performance metrics, providing actionable insights for service improvement.
• Structured Engagement: Lead recurring reviews to align on open cases, project risks, and operational recommendations.
• Proactive Enablement: Provide targeted knowledge transfer and share best practices to improve customer workflows and platform adoption.
• Trend Identification: Analyze support data to proactively identify recurring technical issues or operational risks before they impact customer outcomes.

Cross-Functional Partnership: Collaborate with Product, R&D, and Customer Success teams to resolve blockers and ensure a unified customer experience.

• Experience: 5+ years in Technical Account Management, Support Engineering, or a related customer-facing role within SaaS, cybersecurity, or complex technical environments.
• Operational Expertise: Strong grasp of support workflows, including case triage, SLA management, incident communication, and knowledge management.
• Communication & Consulting: Ability to translate complex technical data into clear, executive-ready reports and communicate effectively with both technical and non-technical stakeholders.
• Program Management: Proven track record of managing multiple accounts, tracking action items, and driving cross-functional alignment.
• Education: Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or equivalent practical experience.
• Technical Proficiency: Hands-on experience with SQL, REST APIs, scripting languages (e.g., Python, Bash, PowerShell), stack trace analysis, and containerized environments (Docker/Kubernetes).
• Security & Identity Architecture: Familiarity with identity management, authentication protocols, and access controls (SSO, SAML, OAuth, SCIM, RBAC).

Preferred Qualifications

• Expertise in cybersecurity (e.g., DSPM, DLP, Cloud Security).
• Hands-on experience with enterprise platforms like Zendesk, Salesforce, ServiceNow, or Jira.
• Experience building service reviews, operational dashboards, and support analytics.
• Relevant industry certifications (e.g., cloud, security).
• Hands-on experience with major cloud platforms and integrations (AWS, Azure, GCP).
• Knowledge of data discovery and data classification concepts.