דרושים » מחשבים ורשתות » Team Lead, Technical Account Managers

We are seeking an experienced and passionate Global Head of Technical Account Management (TAM) to lead our worldwide TAM function across the US, EU, Middle East, and APAC regions. This leader will manage 68 regional TAM managers and their teams, ensuring a consistently excellent technical and customer experience. This is a highly strategic and hands-on leadership role that blends deep technical expertise, exceptional customer-facing skills, and inspirational people leadership.

As the owner of global TAM operations, you will define the vision, operational structure, and execution strategy to ensure world-class onboarding, enablement, and long-term technical success for our customers.

Key Responsibilities:

Global Leadership & Strategy:
Lead, scale, and coach a global team of TAM managers and their respective regional teams.
Establish a unified global TAM methodology, aligned with business goals, technical excellence, and regional nuances.
Define strategic goals, KPIs, and operational metrics for TAM success across all regions.
Partner closely with R&D, Customer Success, Product, Sales, and Support to drive holistic customer outcomes.

Hands-On Technical Expertise:
Maintain hands-on fluency in observability tooling, logging infrastructure, and cloud environments.
Act as a senior technical escalation point for complex deployments or architectural challenges.
Provide in-depth technical guidance on customer environments, use cases, and integration scenarios.

Customer Excellence & Relationship Building:
Serve as a senior executive presence in critical customer engagements and escalations.
Partner with top-tier customers to ensure technical adoption, value realisation, and long-term retention.
Champion a customer-obsessed culture focused on outcomes, not just deliverables.

Data-Driven Management:
Use customer usage and performance data to inform strategy, refine processes, and identify risk/opportunity areas.
Lead TAM org reviews based on insights, trends, and team performance analytics.
Collaborate on the development of tools and dashboards to ensure visibility and impact tracking.

We are seeking a hands-on, customer-focused Technical Support Team Lead to manage and scale our Tier 12 support operations. You will lead a team of support engineers, drive operational excellence, and serve as the escalation point for complex issues. This role is critical to ensuring Shields customers receive timely, high-quality support across our SaaS platform.

What youll do:
Lead and mentor a team of technical support engineers based in Israel and Portugal, ensuring SLA adherence and high customer satisfaction.
Serve as the first escalation point for complex technical issues, coordinating with Tier 3, R&D, and DevOps as needed.
Oversee incident triage, classification, and resolution using Zendesk and internal tools.
Maintain and improve support workflows, including ticket hygiene, backlog management, and knowledge base usage.
Collaborate with Product, Engineering, and Customer Success to escalate bugs, prioritize fixes, and improve product usability.
Monitor support KPIs and generate reports to identify trends, gaps, and opportunities for improvement.
Participate in hiring, onboarding, and training of new support team members.
Contribute to the development of internal SLAs and support playbooks.