Technical Account Manager

Technical Account Manager (To be based in Brisbane)

As a Technical Account Manager (TAM), you will be responsible for managing the technical relationship between Rapid7 and its large enterprise and federal customers. As a trusted advisor, the TAM will manage the technical success of these customers by leveraging their strong technical and product knowledge to guide and assist customers in the successful deployment, health checks and use of Rapid7 products within their respective organizations.

About the Team

The TAM team is a dedicated technical resource for customers looking for technical guidance, health optimization and/or deployment experience. The team’s mission is to ensure our customers realize the full business value from their Rapid7 products by helping them achieve their security goals through a more personalized approach.

About the Role

By maintaining a long-term relationship with their customers, a TAM discovers and gains an understanding of their customers' IT organizations' impact on overall business, their security goals, and their pain points — which is used by the TAM to create an account plan ensuring their customers' operational success with Rapid7 products. Successful candidates will have technical and account management experience. 

In this role, you will:

• Understand client's business objectives/impact and apply your expertise to timely resolve issues and ensure customer success. 

• Act as a technical owner to assigned accounts, working with the customer through design and architectural discussion, planning and execution needs as required. 

• Provide expert level advice and implementation best practices

• Support production rollout.

• Perform Health Checks to ensure the customer environments are optimized and stable.

• Go beyond break-fix support by becoming a true technical partner to the customers and help shape their strategy and security programs. 

• Meet regularly with strategic clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, best practices, and drive forward looking security programs. 

• Disseminate product knowledge across customers to help drive product knowledge

• Be the advocate and voice for customer requirements and challenges within various teams at Rapid7. 

• Direct crisis and incident response, working with the Customer Success team, other support teams and engineering teams to ensure timely resolution, while communicating effectively with customers. 

• Maintain strong technical knowledge of Rapid7’s product offerings and be able to mentor staff on best practices, preferred configurations, and next steps for customer issues. 

• This role may require up to 10% travel.

The skills you’ll bring include:

• 5+ years of industry experience in a technical account manager, professional services, sales engineer, or support engineer role with exposure to multiple networking and security technologies. 

• Knowledge of project management and strong account management skills. 

• 3+ years of hands-on experience with Linux, including supporting Linux-based applications

• 3+ years of Networking experience 

• Very strong customer service and excellent communication skills, both written and oral

• Adaptable and willing to learn new technologies.

• Standout colleague who thrives in a team environment and can also make decisions independently. 

• Proven drive to look at challenges and help define solutions. 

Nice to Have 

• CISSP, CISSP, CEH, Security+, OSCP or similar certifications are a plus. 

• SQL experience is a plus 

• Scripting language experience is a plus 

• Proficiency with Rapid7 or similar products is a plus. 

• Penetration Testing is a plus 

• 1+ years of Security experience 

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.

About Rapid7

Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We’re on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.

With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

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