Technical Engagement Manager

Job Description:

Technical Engagement Manager

RemoteRevenue – Customer Experience /Full-time (Remote) /Remote
Who We AreRed Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.
The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on Built In's 2025 Best Places to Work list. If our mission resonates with you, let’s talk.
What We Believe In- Do what’s right for the customer- Be kind and authentic- Deliver great quality- Be relentless
Challenges You Will SolveThe Technical Engagement Manager (TEM) is a customer-focused technical expert responsible for providing timely, high-quality support and guidance to ensure customers maximize the value of Red Canary. Working within a collaborative team, TEMs help customers enhance their security posture, streamline operations, and fully adopt product capabilities. They serve as trusted advisors, responding to technical inquiries, troubleshooting complex issues, and driving product adoption.

What You’ll Do

• Provide quick, accurate, and high-quality responses to customer technical inquiries, ensuring a seamless experience.
• Troubleshoot and resolve complex challenges, escalating issues when necessary.
• Collaborate with internal teams (Engineering, Product, Security) to ensure swift issue resolution and continuous product improvement.
• Develop and maintain a deep understanding of Red Canary’s security solutions to provide expert-level support.
• Work closely with the Customer Success and Account Management teams to support customer adoption and ensure customers achieve their desired outcomes.
• Identify gaps in product usage and security effectiveness, providing recommendations for improvement.
• Work collaboratively with peers to share insights, identify trends, and enhance overall technical support strategies.

What You’ll Bring

• 3+ years of experience in customer facing role within the cybersecurity industry
• Strong understanding of technology and security products
• Ability to clearly communicate complex solutions in an easy to understand manner
• Strong ability to prioritize tasks and issues using sound data and metrics
• Familiarity with Zendesk or similar customer service ticketing system a plus
• Critical thinking and problem solving; can break problems down into manageable, ordered piece parts and masterfully convey the problem statement and plan to others
• Comfortability in ambiguity and keen sense of curiosity

The targeted base salary for this role is $87,000 - $92,160 per year. This role is also eligible for participation in the company's bonus program. The application deadline is July 10th, 2025.
Why Red Canary?Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way. 
At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2025BenefitsSummary.pdf?version=0
Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.