Technical Account Manager - Kasada

About Kasada

Join us in stopping bad bots, for good! Kasada protects millions of online users everyday. Founded to stop automated bot attacks, we believe the internet should be a safe place for everyone. Bad bots are highly destructive. They take over accounts, steal content, overload systems and infrastructure and cause billions of dollars in damages every year. Seeking to restore trust in the internet, Kasada stops bots at the very first request including those that have never been seen before.

We’ve grown from a few friends working out of a shipping container under the Sydney Harbour Bridge to now operating globally, we’re spread across the world protecting some of the most well-known brands on the face of the earth.

We’re an innately curious team that’s not afraid to bring bold ideas to create better ways of solving problems. We’re looking for people who are passionate about solving some of the most difficult and pressing cybersecurity issues, while having fun doing it!

What you will be doing:

Act as a strategic customer contact to provide supportability, performance, and best practice advice and assessment related to Kasada and our customer's infrastructure

Leading complex Enterprise customer onboarding projects

Understand and maintain documentation around the customer infrastructure, workflows and configuration of Kasada instance/s.

Solve complex customer support tickets often involving CDNs, source code, and web application issues.

On behalf of the customer, engage collaboratively with other teams at Kasada when additional expertise is needed around communication, investigation, and resolution of application issues

Actively monitor customer tickets during business hours, and work urgent and high requests

Coordinate with others to initiate, join, or monitor Zoom/ Screen share sessions as requested by customers

Provide escalation assistance as needed for all other Premium tickets

Perform Root Cause Analysis, Ticket Analysis and system health checks for Premium customers a needed

Participate and lead the Quarterly Business reviews for the assigned accounts by presenting metrics, data and health check summary and recommendations.

Work proactively with Enterprise customers on activities such as product impact reports, coordinating upgrades, communicating upcoming features, and ensuring their implementation is running smoothly.

Incident management and escalations for strategic customers.

Monitoring customer traffic patterns and providing insights.

Serve as a trusted advisor to strategic customers, addressing implementation concerns and helping them optimize their use of Kasada 's solutions.

Collaborative work with the Customer Success Manager.

Further opportunities to contribute to other projects and initiatives are open to you and your passions.

What you will be working with:<