Technical Account Manager (Resident Engineer) Network Security

Resident Engineer - DDos / Network Security Software - UK Remote We re working with a well-established, publicly listed specialist in network security, focused on stopping DDoS attacks automatically and in real time. Their platform brings detection, mitigation and analytics together. It s trusted by internet service providers, hosting companies and large enterprises to keep their services online whatever is thrown at them, in some of the most demanding network environments around. What s on offer

• Salary up to £70,000
• Remote UK working with occasional travel to Edinburgh, London and customer sites
• Pension scheme
• Life assurance
• Private medical insurance
• Enhanced parental leave
• Generous holiday, plus your birthday off

The role

• This is a dedicated, seconded position. You ll be the company s eyes and ears inside one of its most important customers. Once the platform is live, you re the customer s first point of contact for escalations and their first source of product knowledge.
• You ll sit within the Professional Services team, which takes over every account after deployment. Your job is to give the customer a truly white-glove experience. That means owning every issue that comes up, making sure it reaches the right people (SOC, Development or Professional Services) and seeing it through to a resolution the customer is happy with.
• This is not a development role. You won t be writing code or building things. Your focus will be entirely on the customer: understanding how they use the platform, where it s working well and where it isn t, and making sure their experience keeps improving.

What you ll be doing

• Being the trusted, day-to-day technical contact for a major customer, working remotely with regular on-site visits
• Owning issues from start to finish, even when other teams carry out the fix, so the customer always knows someone is accountable
• Bringing in the right internal teams, keeping everyone updated and making sure nothing gets lost
• Picking up early signs of frustration or pain points and dealing with them before they put the relationship at risk
• Feeding customer insight back into the business as part of a culture of continuous feedback and continuous improvement
• Spotting where extra products or services could solve a customer problem, and passing those opportunities to the account team
• Taking part in health checks, service reviews and strategic conversations with the customer
• Helping customer teams build their confidence and knowledge of the platform

What we re looking for

• A career that has been entirely customer-facing, ideally as a Technical Account Manager, Customer Success Engineer, Resident Engineer, Solutions Engineer or something similar
• Experience supporting a complex, technical product that is live in production for demanding customers
• A background in network security, telemetry, data analytics or a related field
• Excellent communication skills, with the confidence to handle difficult conversations and senior stakeholders
• A solid understanding of networking and infrastructure
• Willingness to travel to customer sites when needed
• Exposure to DDoS mitigation or similar security platforms is a nice-to-have

Please apply with your most up-to-date CV for consideration. Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry.