Technical Account Manager

Join Kanopy Security, a cybersecurity company protecting enterprise data from the risks of citizen developers and the emerging AI workforce. Our platform helps organizations maintain full visibility, security and compliance in a world where software is created by citizen developers and the workforce is generating skills and sprawling AI agents.

We are looking for a technically skilled, customer-focused, and highly organized Technical Account Manager to support our enterprise customers throughout their journey - from the initial POC and onboarding to deployment, integration, ongoing adoption, and technical support.

Your Role & Impact

• Own the customer’s technical experience throughout the customer lifecycle.
• Guide customers through POCs, integrations, onboarding, deployment, and ongoing production use.
• Ensure the platform is properly configured, stable, and working effectively within each customer’s environment.
• Serve as the primary point of contact for technical questions, issues, and requests.
• Troubleshoot customer issues, perform initial technical analysis, and coordinate their resolution.
• Translate customer-reported problems into clear, actionable requirements for R&D.
• Triage, prioritize, document, and track customer issues in Jira through resolution.
• Communicate progress, expectations, workarounds, and resolutions clearly and proactively.

How Success Will Be Measured

• Customer satisfaction with the technical service and support they receive.
• Successful and high-quality integrations and onboarding processes.
• Platform stability and effective operation within customer environments.
• Fast, accurate, and professional handling of technical issues.
• Clear ownership and consistent follow-through until issues are resolved.
• Quality of communication between customers, Product, and R&D.
• Reduction in recurring technical problems and preventable customer friction.

Key Requirements

• 3+ years of experience in a customer-facing technical role, such as Technical Account Manager, Customer Success Engineer, Support Engineer, or Solutions Engineer.
• Experience working with US-based enterprise customers.
• Strong technical background in software development, cybersecurity, DevOps, or a related field.
• Proven ability to investigate, troubleshoot, and manage complex technical issues.
• Ability to translate customer problems into precise and actionable technical requirements.
• Highly organized and detail-oriented, with strong ownership and follow-through.
• Excellent written and verbal communication skills in English.
• Experience with Jira or a similar issue-tracking platform.