Technical Account Manager - Mid-Market (Hebrew Speaking)

Accountabilities:

You will act as the primary technical point of contact for assigned customers, ensuring they receive proactive guidance, timely issue resolution, and the support needed to achieve their security objectives. You will also collaborate with internal teams to improve customer satisfaction, strengthen retention, and identify opportunities for growth.

• Serve as the primary technical contact for mid-market customers, complementing customer support teams across the EMEA region.

• Onboard new customers and guide them through platform adoption, configuration, and best practices.

• Conduct periodic platform health checks, provide product training, and recommend improvements to customer security operations.

• Advocate for customer needs by documenting feedback and coordinating with relevant internal stakeholders.

• Build relationships with stakeholders at all levels, from Security Operations Center (SOC) teams to executive leadership.

• Investigate technical issues, provide recommendations, develop action plans, and follow up to ensure timely resolution.

• Escalate complex or critical cases when necessary and coordinate cross-functional teams to drive resolution.

• Leverage internal technical experts, engineering resources, knowledge bases, and other tools to deliver effective solutions.

• Create and maintain knowledge base content to share technical learnings and support consistent problem-solving.

• Exchange technical insights and best practices with colleagues while staying informed about emerging technologies and complementary security solutions.

• Identify potential customer renewal risks and work with internal teams to address concerns and support successful renewals.

• Collaborate with sales teams to identify opportunities for account expansion.

• Use AI technologies to improve decision-making, streamline workflows, increase efficiency, and support business outcomes.

Requirements:

The ideal candidate combines strong technical troubleshooting skills with a customer-first mindset and the ability to communicate complex technical concepts clearly. You should be proactive, collaborative, and comfortable managing customer relationships while coordinating technical resolutions in a dynamic cybersecurity environment.

• Bachelor's degree or equivalent practical experience.

• Native or fluent proficiency in both Hebrew and English.

• Experience working with Windows Server operating systems.

• Knowledge of enterprise web technologies, cybersecurity, and modern IT infrastructure.

• Strong customer service skills and the ability to establish technical credibility quickly.

• Excellent written and verbal communication skills.

• Demonstrated problem-solving abilities and sound technical judgment.

• Collaborative approach and commitment to customer success.

• Proven experience using AI technologies to enhance workflows, decision-making, operational efficiency, or business results.

• Willingness and ability to travel up to 25%.

Nice-to-have qualifications:

• Bachelor's degree in Computer Science or a related field, or equivalent experience.

• CISSP or ITIL certification.

• At least 3 years of experience in Customer Success, Technical Support, or Technical Account Management within a SaaS organization.

• Advanced knowledge of Linux and macOS platforms.

Benefits:

• Competitive compensation and equity awards.

• Comprehensive physical and mental wellness programs.

• Competitive vacation and paid time off allowances.

• Paid parental and adoption leave.

• Professional development and career growth opportunities across roles and experience levels.

• Employee networks, local community groups, and volunteering opportunities.

• A collaborative workplace culture focused on inclusion, connection, and innovation.

• Remote work arrangement, with travel requirements of up to 25%.