Technical Account Advisor | Remote US Job at Coalfire
About Coalfire
Coalfire is on a mission to make the world a safer place by solving our clients’ toughest cybersecurity challenges. We work at the cutting edge of technology to advise, assess, automate, and ultimately help companies navigate the ever-changing cybersecurity landscape. We are headquartered in Denver, Colorado with offices across the U.S. and U.K., and we support clients around the world.
But that’s not who we are – that’s just what we do.
We are thought leaders, consultants, and cybersecurity experts, but above all else, we are a team of passionate problem-solvers who are hungry to learn, grow, and make a difference.
And we’re growing fast.
We’re looking for a Technical Account Advisor to support our Cloud Managed Services team.
Position Summary
Are you passionate about customer success and managed services? Are you a true hybrid professional with customer acumen and a proven technical foundation? Then come be a member of Coalfire’s Customer Success, providing mentorship, planning and oversight while demonstrating adoption and technical best practices. The Technical Account Advisor (TAA) is the key partner helping our valued customers achieve their strategic objectives and maximum value from their investment in Cloud Managed Services. Additionally, the TAA serves as the liaison between the customer and the Coalfire ecosystem.
What You'll Do
- Establishing credibility and develop key relationships as a trusted technical advisor for our customers and drive continued value of our services
- Providing strategic technical guidance to customers on their highly regulated cloud environments, which can include guidance about operations, security, and compliance
- Supporting the Customer Success Manager with establishing relationships, to include: Growing adoption, ensuring retention, and satisfaction
- Understanding our customer’s critical goals, and how to aid each customer in achieving their objectives and desired outcomes
- Measuring and monitoring customer’s achievement of critical and key performance indicators
- Supporting all meetings with each assigned customer and act as the key technical resource during these meetings
- Understanding workstreams and how to best distribute and delegate work among internal teams to ensure customer needs are being met
- Clearly disseminating critical information with customers through written and verbal communication
- Working closely with Coalfire teams to find new service opportunities and/or develop upsell opportunities
- Support customer renewals within managed services
- Proactively advocate customer needs/issues cross-departmentally and program-manage customer concerns from intake to resolution
- Assist and provide expert on-boarding and operational standard methodologies
- Support with scoping and selling follow-on and new service opportunities
- Act as one of the key Coalfire liaisons for inquiries, issues or escalations
- Facilitate customer feedback and follow-up on customer NPS, CSAT and survey responses
- Maintain current functional and technical knowledge of the Coalfire Managed Services platform and future products
- Provide recommendations on policy, procedure, tools, and resources to increase productivity and effectiveness
What You'll Bring
- BS or above in related Information Technology field or equivalent combination of education and experience
- Familiarity with frameworks such as FedRAMP, FISMA, SOC, ISO, HIPAA, HITRUST, PCI, etc.
- Experience translating business requirements and asks into technological solutions
- Excellent communication, organizational, and problem-solving skills in a dynamic environment
- Effective documentation skills, to include technical diagrams and written descriptions
- Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills
- 3+ years experience in 24x7x365 production operations
- 2+ years of experience supporting cloud operations and automation in AWS, Azure or GCP
- 2+ years of experience with Infrastructure-as-Code and orchestration/automation tools such as Terraform and Ansible
- Strong experience with IaaS platform capabilities and services (cloud certifications preferred)
- Experience working within an automated CI/CD pipeline for release development, testing, remediation, and deployment
- Experience working within container orchestration solutions such as Kubernetes, Docker, EKS and/or ECS
- Experience with vulnerability management tools and data to ensure provisioning of secure, patched resources
- Experience using analytics tools such as Splunk and Elastic Stack for querying, monitoring and alerting
- Experience within ticketing tool solutions such as Jira and ServiceNow
- Expertise in at least one primary scripting language (Bash, Python, PowerShell)
- Critical thinking, and ability to balance environmental requirements with mission needs
- Confirmed ability to drive continuous product value
- You will be a strong teammate, but still a self-starter
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
- Good technical and problem solving skills coupled with the ability to provide quick resolution to problems
- Estimated travel is 10%. Since travel is based on customer and business need there may be more or less travel depending on location of customers
Bonus Points
- Previous experience supporting a 24x7x365 highly-available environment for a SaaS vendor
- Experience contributing to security incident handling and investigation, and/or system scenario recreation
- Cloud-based networking experience (Palo Alto, Cisco ASAv, etc.…)
- Familiarity with configuration baseline standards such as CIS Benchmarks & DISA STIG
- Knowledge of encryption technologies (SSL, encryption, PKI)
- Strong experience with diagramming (Visio, Lucid Chart, etc.)
- Application development experience for cloud-based systems
Why You'll Want to Join Us
At Coalfire, you’ll find the support you need to thrive personally and professionally. In many cases, we provide a flexible work model that empowers you to choose when and where you’ll work most effectively – whether you’re at home or an office.
Regardless of location, you’ll experience a company that prioritizes connection and well being and be part of a team where people care about each other and our communities. You’ll have opportunities to join employee resource groups, participate in in-person and virtual events, and more. And you’ll enjoy competitive perks and benefits to support you and your family, like flexible time off, certification and training reimbursement, and comprehensive insurance options.
At Coalfire, equal opportunity and pay equity is integral to the way we do business. A reasonable estimate of the compensation range for this role is $78,000 to $135,000 based on national salary averages. The actual salary offer to the successful candidate will be based on job-related education, geographic location, training, licensure and certifications and other factors. You may also be eligible to participate in annual incentive, commission, and/or recognition programs.
This can be a remote position (must be located in the United States).
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