US Technical Account Manager

· REMOTE, Florida
Employment Type Full-Time

 Arete Incident Response is leading cyber-incident response and security provider. Our mission is to help our clients to reduce the burden of preparing for, detecting, and responding to cyber-incidents, while also deploying preventative measures before and post-incident. At Arete, you will have the opportunity to work alongside and learn from some of the top minds in the cyber industry. You will also know that you are contributing to the health and safety of organizations -- not only major corporations, but also critical services such as hospitals and local government.


Our culture is focused on personal growth, excellence in everything we do, and a commitment to giving back to our communities. We are an elite team of cyber superheroes that strives to make a positive impact on the world every day. We seek top talent to join our team and contribute together for our, and your, success.



The Technical Account Manager (TAM) is an integral part of the Security Operations Center (SOC) and Incident Response (IR) team acting as one of the primary client interfaces.  The TAM adds value to the company by serving as the point person on the front lines with our Clients, Breach Coaches and Carrier partners to build relationships and keep open lines of communication from the beginning of an incident response engagement to Client handoff to the Post IR team. The TAM works hand-in-hand with the North American Security Operations Center (NA SOC) staff in delivering consistent client technical reports, answering client technical questions and ensuring all IR services are provided in a timely and accurate manner to delight our Clients!

Roles & Responsibilities

  • Responsible for the timely coordination and tracking of multiple work streams across multiple concurrent Incident Response engagements
  • Works with the NA SOC Director to develop executable operational plans in line with objectives
    • Coordinates daily on project status for multiple work streams, keep systems updated with progress status, as well as resolve issues in a timely manner
    • Takes action items to ensure activities and full life cycle project requirements are completed, and team members are aligned to exceed client expectations
  • Composes and coordinates internal and external communication regarding schedule, ongoing threats, and Client updates including but not limited to:
    • Meeting scheduling
    • Call notes if applicable – daily, multiple times per day and often with minutes notice must be highly responsive, 100% availability during work hours)
    • Data Analysis on IR metrics per client
    • Reporting – weekly
      • Facilitate reports for IR engagements if approved by GSOC Director on an as needed basis
    • Ensure customer satisfaction and communication (Primary Function)
  • Establishes internal operational tracking for IR project files, client data, etc. in accordance with program and company SOP’s
  • Serves as a Mentor to NA SOC Associates and other team members
  • Serves as a SentinelOne Console Administrator and subject matter expert
  • Responsible for process documentation creation and maintenance
  • Works with NA SOC Director to carry out processes consistently across the team

Skills and Experience Requirements

  • Incident Response experience, in particular, enterprise mitigation and containment
  • Strong SentinelOne or other Endpoint Detection and Response (EDR) experience
    • Console administration functions
    • API Usage
    • Threat Hunting
    • Reporting
    • Troubleshooting
    • Incident Response, Containment, & Mitigation
  • Sales experience
    • Software, hardware or services sales
      • Prefer all three to some degree
    • Excellent Client communication skills
    • Ability to build, establish, and maintain trust
  • Strong Client interaction
    • Ability to act as trusted advisor to clients from a broad range of business verticals including, but not limited to:
      • Finance
      • Health care
      • Public
      • Technology
      • Manufacturing
      • Retail
    • Strong Technical Background
      • OS
        • Windows XP – 10, Server 2003 -2019
        • Linux – multiple versions
        • MAC OS X
      • System administration experience at an enterprise level
      • Network administration experience at an enterprise level


 When you join Arete…


You’ll be doing work that matters alongside other talented people, transforming the way people, businesses, and things connect with each other. Of course, we will offer you great pay and benefits, but we’re about more than that. Arete is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Arete, where experience matters.


Equal Employment Opportunity


We’re proud to be an equal opportunity employer and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.


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  • Location
    REMOTE, Florida
  • Employment Type