Technical Account Manager, Halcyon
Cybersecurity tools to protect against ransomware
Job no longer available
Cybersecurity tools to protect against ransomware
201-500 employees
Job no longer available
201-500 employees
Company mission
Halcyon is on a mission is to defeat ransomware.
Role
Who you are
- At least five years of Customer Success / Support / Technical Account Management in a SaaS organization
- Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience
- Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis
- Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information
- Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques
- Ability to provide customer support and utilize customer support tools effectively
- Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge
What the job involves
- Halcyon is looking for a high-performing problem solver and innovator to join our expanding support team as a Technical Account Manager
- In this role, you will provide world-class support post-sale to Halcyon customers
- You will professionally interact with customers to resolve their highest priority issues across various platforms and integrations, including Windows, Linux, and Mac
- You will own the post-sale technical relationship with the customer to smooth onboarding
- The ideal candidate will possess a strong understanding of cloud, networking, applications, endpoints, and security
- You will collaborate closely with Halcyon's Customer Success, Engineering, and Threat Response teams to deliver solutions to complex issues, handle emerging threats, all while delivering top-notch support to our clients
- If you are a self-motivated team player who is eager to learn and can adapt quickly, we encourage you to apply
- Manage, escalate, and drive resolution of technical, service and infrastructure issues to augment our customer support team
- Manage onboarding, implementation, and periodic customer health checks
- Ensure customer success through product training and developing and sharing best practices
- Act as the customer advocate with internal Halcyon stakeholders to ensure customer feedback is adequately documented and assessed by internal parties
- Engage with customers at all levels of their organization, from the front lines to the C-suite
- Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux and follow up with recommendations and action plans within the service level objectives
- Develop and test solutions for complex problems while conveying customer needs to the Engineering and Product Development teams
- Respond to escalations via phone or email promptly, courteously, and professionally
- Document technical resolutions in the knowledge base as needed
- Learn and develop new skills quickly as required
- Perform other duties as assigned
- Escalate customer issues to management when appropriate
- Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed
- Participate in technical communications within the team to share best practices and learn about new technologies and complementary security applications
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
- Support the sales teams in identifying account expansion opportunities
Our take
As cyber attacks become increasingly complex, especially in the mode of ransomware, companies such as Halcyon are becoming an ever more important weapon in the fight for cybersecurity. Though only formed in 2021, its founders have extensive experience as researchers at cybersecurity unicorn Cylance, amongst other notable companies in the sector.
Halcyon’s product stands out from similar - and abundant - offerings thanks to its melding of multi-proprietary advanced prevention engines and AI models designed specifically to seek out and destroy ransomware threats. It's the flexibility and reactivity of these two multi-tiered facets that have made Halcyon a trusted partner for companies on the Forbes Global 2000 list.
With significant funding behind it, we expect Halcyon will continue to ramp up the development of its platform's features and expand its customer base.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Nov 2024
$100m
SERIES C
Dec 2023
$40m
SERIES B
Total funding: $204m
Company benefits
- A Remote Native Global Team - As a remote first, completely distributed team, we recognize great talent can exist anywhere. We invite you to apply to a job you’re interested in and we'll work a plan to meet your needs.
- Health & Wellness - We offer comprehensive health benefits to meet you and your family’s needs, including 100% covered Medical, Dental and Vision insurance for you and all your dependents.
- Competitive Compensation Packages - We offer competitive compensation packages with equity, depending on position, along with a generously matched retirement plan, unlimited PTO, paid sick time and holidays
- Future Planning & Time Off - We offer paid time off to take care of yourself! Relax and recharge on us. We also include paid parental leave, short & long term disability insurance, life insurance and more
Company HQ
Congress Avenue Historic District, Austin, TX
Leadership
Jon Miller
(CEO & Co-Founder)Previously CEO and Founder at Boldend, Advisory Board member at Cylance, Vice President at Accuvant LABS, Managing Consultant at IBM.
Ryan Smith
(CTO & Co-Founder)Currently Owner at Hustle Labs. Previously Chief Research Officer at Boldend, Advisory Board Member at Cylance.
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