Senior Technical Account Manager

About Dropzone AI Dropzone’s mission is to scale cybersecurity beyond human limits, and augment every single human security engineer/analyst with an army of AI security specialists. Humans alone cannot sufficiently protect our digital future, and AI augmentation is the only way for defenders to reclaim the high ground. We are an award winning company disrupting the $200B+ cybersecurity market. Powered by Gen AI advancements, our technology offloads repetitive day-to-day work and frees human analysts to focus on real threats and higher-value projects. We are venture-backed, and our team has a rare blend of deep experience across cybersecurity, AI/ML, and SaaS product development. Join us if you want to be on the ground floor of using Gen AI to transform cyber defense. Learn more at www.dropzone.ai . About the role Dropzone AI is transforming how Security Operations Centers (SOCs) handle investigations by delivering AI-driven automation and insight. As our Senior Technical Account Manager, you’ll be instrumental in bridging the gap between our technical product and our rapidly growing customer base. This is an ideal role for someone excited about cybersecurity, loves working with customers, and thrives in both technical troubleshooting and proactive relationship management. In this role, you’ll become an expert in how Dropzone integrates into diverse SOC environments. You’ll guide customers through integration setups, assist in troubleshooting complex alerts, and help customers maximize the value they derive from Dropzone. You’ll also own the rhythm of customer communication, from planning meetings to documenting outcomes, and ensure an outstanding customer experience. At this stage, this role carries nominal commercial responsibility for contract renewals with a variable compensation component commensurate to expectations. What you'll do Technical Guidance & Troubleshooting Serve as a trusted technical advisor for customers using Dropzone, especially security analysts and SOC teams. Walk customers through integrations, ensuring successful deployment using our documentation and best practices utilizing Python scripting. Analyze and explain alerts generated by Dropzone, helping customers understand and tune the system effectively. Use SQL to extract and analyze customer data for troubleshooting or usage insights. Partner with engineering to escalate and resolve technical issues as needed. Customer Relationship Management Manage a book of customer accounts, acting as their primary technical point of contact. Organize and run regular check-ins, including setting agendas and documenting action items. Handle customer support requests with urgency and empathy, ensuring timely follow-up and resolution. Draft clear, professional communications including status updates, technical explanations, and customer review emails. Maintain meticulous records in internal systems to track issues, feature requests, and customer…