Technical Account Manager
The Technical Account Manager (TAM) SOC is accountable for the technical success and value realisation of managed detection and response services across a portfolio of clients. You will help clients optimise SOC operations, interpret detection insights, and translate technical outputs into measurable business outcomes.
This role is collaborative and client-facing, supporting incident escalation, guiding operational maturity, and enabling long-term adoption of technologies and services. While not a shift-based position, you will be comfortable engaging at SOC depth, understanding how alerts, detections, and incidents flow through a 24/7 environment.
Key Responsibilities
- As a Technical Account Manager (TAM) you serve as the primary technical point of contact for assigned SOC and managed detection clients, developing and maintaining a strong understanding of their monitored environments, log sources, and detection coverage.
- Your responsibility is to ensure Security technologies and services, spanning SOC operations, SIEM/XDR/EDR, Vulnerability & Exposure Management, and Security Automation & Orchestration (SOAR) are aligned to the client's strategy and objectives, adopted effectively, and continuously improved to enhance client experience and satisfaction.
- Provide high level SME knowledge, oversight, and guidance to help clients extract maximum value from technology products and services.
- Interpret SOC outputs, incidents, and operational trends for clients, translating technical data into business and risk-focused insight.
- Support incident escalation and coordination when required, guiding root cause analysis, post-incident learning, and preventive action planning.
- Identify continuous improvement opportunities for SOC detections, content, log source coverage, and security automation workflows.
- Provide guidance, enablement, and demonstrations to accelerate adoption and maturity of technologies and managed services.
- Collaborate with SOC Operations, Security Engineering, and client-facing teams to co-develop use cases, workflows, and SOC operating processes.
- Support onboarding of new clients, defining readiness gates, change plans, and ensuring robust rollback procedures.
- Attend and contribute to monthly and quarterly service reviews, connecting KPIs and SLAs to actionable improvements and roadmap recommendations.
- Act as a technical escalation point for deployed services and technologies, ensuring clients receive timely and accurate resolution.
- Maintain alignment with account management and client success teams, co-owning success plans, roadmaps, and delivery outcomes.
Technical and Professional Qualifications
- Practical experience with SOC platforms and technologies, including Microsoft Sentinel, CrowdStrike NG SIEM/XDR, Tenable One, EDR/EPP, and related SOC tools.
- Strong understanding of infrastructure, operating systems (Windows/Linux), Active Directory/identity management, and permissions-based controls.
- Hands-on experience designing detection content, use cases, tuning, suppression, and SOAR workflows, with understanding of data pipelines and connector optimisation.
- Proven track record in technical account management, client-facing technical leadership, or equivalent, with ownership of success plans and service reviews.
- Excellent presentation, communication, and interpersonal skills, capable of engaging with both technical teams and senior business stakeholders.
- Continuous improvement mindset, connecting SOC metrics (e.g., coverage, false positive rate, MTTA/MTTR) to tangible client value.
- Experience managing multiple stakeholders, balancing strategic planning with operational delivery.
