Senior Technical Account Manager

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  the main 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
• Lead and coordinate others to initiate, join, or monitor Zoom/ Screen share sessions as requested by customers
• Provide incident and escalation management for strategic customers
• Perform Root Cause Analysis, Ticket Analysis and system health checks for Strategic customers as 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
• 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
• Collaboratively 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:

• Scripting and Automation: JavaScript, TypeScript
• Mobile: Fully Native, Hybrid/WebView, ReactNative
• Traffic Analysis: Tools and techniques for analyzing network traffic and identifying anomalies.
• Collaborative Environments: Cross-functional teamwork with SecOps, Product, Engineering, and Technical Support teams.

What you’ll bring:

• Combining technical ingenuity and out-of-this-world customer service, you will be hungry for continual learning, while also bringing your personal expertise to the team and our largest enterprise customers, through:




• Successfully lead and managed Enterprise customer engagements to completion and customer satisfaction, with a real passion for working directly with customers, bonus if those customers were large and complex!
• Excellent analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems
• Exceptional verbal and written organizational, presentation, and communication skills, with a strong degree of empathy for the customer experience, and ability to “speak customer”
• Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative.
• Proficiency in at least one programming language; ideally JavaScript/Typescript
• Absolute understanding of how the DNS works
• Basic understanding of MacOS and Unix Terminal commands
• Knowledge or experience in using and troubleshooting issues with CDNs like Cloudfront/Akamai/Section.io…
• Past experience with cloud providers, preferably AWS
• Data driven with strong experience working with data analytics tools such as Splunk, Tableau or PowerBI
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast paced environment
• Competitor & competitor aware. Proficient at explaining strengths & vulnerabilities
• A team player with strong interpersonal skills and the ability to effectively operate with a wide variety of people and roles
• Willingness to travel periodically based on customer and business need

Qualifications:

• Bachelor’s degree in Computer Science, Cybersecurity or a related field (or equivalent practical experience).
• Experience: 3+ years of experience in a related function is required. Direct customer advocacy and engagement experience in post-sales or professional services functions.
• Previous experience in a highly technical support role, preferably in a software environment with Javascript troubleshooting experience as a Technical Account Manager / hands on Customer Success Manager or equivalent would be a bonus

The Benefits of being a Kasadian

We want to ensure Kasada remains a great place to work and a place to do great work. It's important to us to build an inclusive environment where you can realize your full potential. We are a highly collaborative team regardless of location, placing a strong emphasis on our core values; and we have designed our benefits package so you can thrive, both inside and outside of work:

- A stake in Kasada’s global success with equity/stock options 

- Flexible working hours and arrangements - Create a schedule that suits you

- Support for growing families - Generous parental leave allowances and resources to help in the lead up, during and after parental leave.

- Resources for well-being to support your growth including our EAP - confidential counselling for you  and your loved ones

- Birthday leave

- Wellness leave

- An action packed calendar of fun in-person and virtual events 

Sound interesting? What’s next?

Hit the apply button and one of our team will set up an exploratory, confidential discussion. We have designed our hiring process to be streamlined and thorough so everyone can make the right call on whether it is the right move for you. We are an inclusive team and this extends to all candidates that interview with us. Interviews are conducted virtually however if you want to come onsite - just ask! When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process, we want to ensure you are set up for success in every conversation.  

Still with us? Just a little bit more…

Research shows that women and other marginalized individuals tend to only apply when they check every box. We’re always keen to broaden our perspective, so if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch, we'd love to have a chat and see if you could be a great addition to the team!

Please note: Kasada is an e-verify employer (US based applicants only)