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Home / Senior Technical Account Manager

Senior Technical Account Manager

  • Full Time
  • Anywhere

Sophos

About Us

Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.
Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.
Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

The Technical Account Manager (TAM) acts as the primary technical advisor for a portfolio of Sophos customers and partners. This role combines deep technical expertise with strong customer engagement, ensuring proactive support, faster issue resolution, and long-term customer success.
You will build an in-depth understanding of customer environments, advocate for their needs internally, and collaborate across teams to deliver high-quality support and strategic guidance.

What you will do

    Customer Ownership & Support

    • Serve as the primary technical contact (“named engineer”) for assigned customers

    • Provide proactive and reactive support across all customer incidents

    • Own and manage cases end-to-end, ensuring timely resolution in line with SLAs

    • Troubleshoot issues through replication, analysis, and coordination with internal teams

      • Customer Engagement & Advocacy

      • Build strong, trusted relationships with customer stakeholders

      • Act as a customer advocate across Sales, Product, Engineering, and Sophos Labs

      • Deliver proactive communications on product updates, security alerts, and best practices

      • Participate in customer reviews, checkpoints, and business reviews

        • Collaboration & Delivery

        • Partner with Sales teams on customer strategy and onsite engagements

        • Collaborate globally with peers and cross-functional teams to ensure seamless support

        • Handle escalations and work closely with the Global Escalation team

        • Provide emergency onsite support during critical incidents when required

          • Operational Excellence

          • Maintain accurate case documentation and reporting in CRM systems

          • Contribute to customer documentation (welcome packs, communications, etc.)

          • Support continuous improvement initiatives and departmental projects

          • Share insights and recommendations to improve service delivery

What you will bring

    • Bachelor’s degree in computer science or related field

    • 5 to 8 years of experience in technical support, customer-facing, or IT services roles

    • Minimum 2+ years of experience in a Technical Account Manager (TAM) or equivalent role

    • Operating systems: Windows, Linux, macOS

    • Core IT infrastructure: Active Directory, DNS, DHCP, GPO, virtualisation

    • Networking fundamentals: protocols, packet flow, VPN technologies

    • Cybersecurity fundamentals: endpoint and network security

    • Cloud technologies and web/email systems

    • Strong troubleshooting and analytical skills

    • Strong customer focus with enterprise-level support experience

    • Excellent communication and presentation skills

    • Ability to manage escalations and handle complex customer situations

    • Strong stakeholder management and cross-functional collaboration

    • Ability to prioritise in a high-volume environment

    • Coaching and mentoring capability

    • Proactive, detail-oriented, and solution-driven mindset

      • Preferred to have

      • Exposure to enterprise sales environments

      • Experience with Sophos products (endpoint or gateway)

      • Relevant certifications: CEH, CISSP, ITIL, CompTIA Security+, Network+, CCNA/NP/IE

#B2
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Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don’t check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don’t let a checklist hold you back – we encourage you to apply.

What’s Great About Sophos?

· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos

Originally posted on Himalayas

To apply for this job please visit himalayas.app.

About this role & career path

Working in India

India, officially the Republic of India, is a country in South Asia. It is the seventh-largest country by area, the most populous country in the world and, since its independence in 1947, the world's most populous democracy. Bounded by the Indian Ocean on the south, the Arabian Sea on the southwest, and the Bay of Bengal on the southeast, it shares land borders with Pakistan to the west; China, Nepal and Bhutan to the north; Bangladesh and Myanmar to the east. In the Indian Ocean, India is near Sri Lanka and the Maldives. Its Andaman and Nicobar Islands share a maritime border with Myanmar, Th

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