December 6, 2016

Technical Account Manager

Edmonton, AB

Role Summary

A Technical Account Manager (TAM) is a trusted technical advisor to Herjavec Group customers. The TAM provides valuable guidance around the MSS service that is delivered. The TAM must embrace service optimization and improvements, understand customer technologies and always seek ways to enhance escalations, alerting, reporting and client interaction. The TAM is a true team leader who possesses excellent customer and interpersonal skills, blended with an above average technical aptitude. The TAM works closely with the customers to provide proactive support assistance to prevent negative issues from occurring. The TAM plays a pivotal role in ensuring that Herjavec Group is considered and viewed as a key security partner in the successful operation of the customer’s IT environment. Additionally, the TAM will develop and maintain excellent working relationships with other Herjavec Group teams (ie. Tier-I, Tier-II, Tier-III, Sales, etc) who will be active within his/her account(s).

The TAM is responsible for working with key customer contacts at multiple levels in order to identify and align business and IT objectives, discover customer pain points, offer recommendations, and recognize current and future IT security needs.


  • Establish a long term and sustainable relationship with assigned customer base
  • Schedule and run regular technical and executive-level meetings
  • Liaise between Tier-I, Tier-II, and Tier-III team members on behalf of your managed clients
  • Proactively monitor technical issues pertaining to the services provided for their customer and make recommendations to reduce the risk/impact of similar future problems
  • Offer consultative advice in security principles and best practices
  • Provide technical guidance/recommendations to customers to enhance their overall security posture within the managed products
  • Demonstrate problem solving skills to contribute towards resolution
  • Lead in sharing of best practices with team members to contribute and enhance the quality and efficiency of customer support
  • Maintain and develop key documentation and reports in alignment with company standards
  • Generate monthly, quarterly, annual reports for the customer
  • Provide in-depth analysis of day-to-day operations
  • Present reports to executive clients with professionalism and an understanding of the current market
  • Proactively and re-actively work with SOC teams in the management of technical issues as well as collaborate in planning, implementation, skill and knowledge transfer on the services provided
  • Organize regular touch-points with the technical teams to get an in-depth understanding of the clients’ threat landscape
  • Oversee and assist with highly technical projects, change windows, and client requests
  • Communicate clients’ business requirements to the team in such a way that will ensure the successful completion of the tasks
  • Ensure the completion of tasks from the internal team and the clients’ team
  • Maintain current knowledge on industry issues/trends and competitive products
  • Maintain and expand working knowledge of current managed technologies

Mandatory Skill and Experience

  • Must have proficient knowledge and experience with SIEM technologies
  • At least 2 years experience using and administering RSA Security Analytics SIEM – must be trained and certified and have the ability to perform a variety of RSA SA tasks, including:
  • System health checks
  • Alert performance measurement and tuning
  • Various configuration task – alerts, reports, charts, dashboards
  • Investigations/escalations – assisting the HG SOC with daily investigations and escalations.
  • Proven and demonstrated experience in Threat Research

Desired Skills and Experience

  • College Diploma or University Degree in Information Security or relevant security up-to-date certificates and/or equivalent work experience
  • Minimum 4 years’ experience in IT security field
  • Strong understanding of IT Security concepts, best practices, and market direction
  • Have experience in security network architecture design
  • Must have proficient knowledge and experience with SIEM technologies 
  • Strong troubleshooting, reasoning and problem solving skills
  • Excellent communications and Customer Service skills (active listening, written, oral, presentation)
  • Exceptional Time Management skills 
  • A positive and constructive minded team player 

The following will be considered an asset:

  • Holds certifications such as CISSP, ITIL, or Security +
  • Familiar with PCI and SOX compliance
  • Security threat and attack countermeasures
  • Ability to conduct forensic analytical studies and investigations

How to Apply

If interested, please click on the following link and complete an application Technical Account Manager – Click Here

About Herjavec Group:

Dynamic IT entrepreneur Robert Herjavec founded Herjavec Group in 2003 to provide cybersecurity products and services to enterprise organizations. Herjavec Group delivers SOC 2 Type 2 certified managed security services supported by state-of-the-art, PCI compliant, Security Operations Centers, operated 24/7/365 by certified security professionals. This expertise is coupled with leadership positions across a wide range of functions including consulting, professional services & incident response. Herjavec Group has offices globally including across Canada, the United States, United Kingdom, and Australia. For more information, visit