Technical Account Manager.

Technical Account Manager

At UnderDefense, we're looking for a Technical Account Manager who will become the bridge between our clients and technical teams.

We are looking for someone who genuinely wants to understand what is happening on the client's side, what they need, where something isn't working — and make sure it gets solved.

Your goal is simple: our clients should feel that someone at UnderDefense understands their environment, knows what's happening with their service, and is looking after their interests before they need to escalate a problem.

What you'll do

• Own the technical relationship with a portfolio of B2B clients.

• Stay in regular contact with clients and proactively identify their needs, concerns, and potential issues.

• Understand technical requests, ask the right questions, clarify the actual problem, and translate it into actionable tasks for our teams.

• Coordinate with SOC, Product/MAXI, Detection Engineering, and other internal teams to drive client requests to resolution.

• Keep track of open requests, commitments, deadlines, and client expectations.

• Monitor the technical quality of service — incidents, integrations, telemetry, reports, SLA performance, and recurring issues.

• Help clients with questions around incidents, verdicts, detection rules, exclusions, integrations, and service configuration.

• Conduct regular client syncs and participate in QBRs.

• Understand each client's contract and distinguish between in-scope requests and additional work.

• Proactively escalate issues internally before they become client escalations.

• Collect client feedback and turn recurring issues into recommendations for improving our service and product.

Qualifications:

• Experience in a technical, client-facing role working with B2B/enterprise customers and technical stakeholders.

• Strong technical mindset — ability to understand complex technical issues, ask the right questions, and translate client needs into clear actions for internal teams.

• Experience with client onboarding and technical integrations, including coordinating implementation and resolving integration-related issues.

• Understanding of SLA and contractual scope: ability to manage client expectations, identify in-scope/out-of-scope requests, and handle change requests.

• Strong project and request management skills: prioritization, tracking multiple requests and deadlines, and coordinating dependencies across teams.

• Experience with tools such as Jira/ServiceNow, CRM systems, BI/reporting platforms, or similar.

• Advanced English (C1) and strong communication skills for direct interaction with international clients.

• Experience or knowledge of cybersecurity/SOC environments — EDR, SIEM, cloud, identity, log analysis, incident investigation, security verdicts, detection tuning, and telemetry — would be valuable, but is not required.

What we offer:

• Opportunity to work with a cybersecurity product and MDR service used by enterprise customers across international markets.

• Direct exposure to real-world cybersecurity operations, SOC processes, incident response, and modern security technologies.

• A role with real ownership over client experience and service quality, not just request processing.

• Close collaboration with SOC, Product, Detection Engineering, and commercial teams.

• Opportunity to develop deep expertise in cybersecurity and technical account management, even if your previous background was outside security.

• Work with complex B2B/enterprise clients and their technical and executive stakeholders.

• A dynamic environment where you can influence processes, service delivery, and product improvements based on real client needs.