Technical Account Manager

The Role

As a Technical Account Manager (TAM), you are the trusted technical partner for OPSWAT's enterprise customers; owning the post-sales relationship for accounts running mission-critical workloads on our platforms. You combine deep product expertise with strategic advisory: guiding deployments, optimizing security posture, and ensuring our customers extract maximum value from their OPSWAT investment.

You will work across geographies and timezones, partnering with Fortune 500 enterprises, national CERTs, and operators of critical infrastructure.

What You'll Do

• Own the post-sales technical relationship for a portfolio of strategic accounts; from onboarding through renewal and expansion.
• Drive deployment, integration, and optimization of OPSWAT products (MetaDefender Core, MetaDefender Kiosk, MetaAccess, OT Security, Sandbox) across hybrid IT/OT environments.
• Conduct Quarterly Business Reviews (QBRs), service health checks, and telemetry-driven insights to align product usage with customer security objectives.
• Troubleshoot complex, multi-component issues; log analysis, root cause investigation, API integrations, performance tuning and coordinate with Support and Engineering for resolution.
• Advise customers on architecture: secure file transfer, cross-domain solutions, OT/ICS network segmentation, supply chain security, and threat intelligence integration.
• Act as the customer's voice internally; escalate, advocate, and influence Product and Engineering roadmaps based on real-world deployment feedback.
• Partner with Sales and Customer Success to identify expansion opportunities and mitigate churn risk through proactive engagement.

What We're Looking For

• 6+ years in a technical post-sales role (TAM, Solutions Engineer, Pre-sales SE, Senior Support Engineer Tier 3+) at a cybersecurity or enterprise software company.
• Hands-on experience technologies such as endpoint security (EDR/XDR), network security (NGFW, NAC, IDS/IPS), SIEM (Splunk, QRadar, Sentinel), email/file security, or DLP.
• Strong fundamentals in networking (TCP/IP, DNS, proxies, firewalls) and operating systems (Windows, Linux); ability to analyze logs and reproduce customer issues.
• Experience integrating security platforms via REST APIs and basic scripting (Python, PowerShell, or Bash) for automation and troubleshooting.
• Fluent in both English and Bahasa.
• Comfortable working across timezones with global teams (US HQ, EMEA, APAC customers).
• Ownership mindset: structured, proactive, and accountable for customer outcomes.

Nice to Have

• Experience with OT/ICS environments and frameworks (IEC 62443, NIST SP 800-82, Purdue Model).
• Background serving regulated industries: government, defense, energy, financial services, or healthcare.
• Security certifications: CISSP, GICSP, OSCP, CEH, or vendor-specific certifications.
• Familiarity with malware analysis, sandboxing, or supply chain security concepts.
• Prior experience at a product-led cybersecurity vendor (CrowdStrike, Palo Alto, SentinelOne, Trellix, Fortinet, or similar).