• Work with strategic and enterprise ClickHouse users, customers, and prospects as identified by ClickHouse Sales to work on onboarding, production launches, and POCs • Provide architectural, technical, and migration guidance and assistance • Lead projects, escalations, and meetings to enable ongoing user/customer success • Ownership and oversight of L3 Support Cases and Escalations, working closely with the Support L1/L2 team • Partner closely with ClickHouse Product Management, Engineering, and Sales to help develop the roadmap and account plans • Be present and available according to the scheduling and onsite travel required to deliver high-quality 24x7 Support in a global, distributed environment • Assist with hiring and mentoring new team members • Develop and assist with Docs, Knowledge Base articles, ClickHouse Learning, Reference Architecture, and QA needs

About SugarShot: SugarShot is a modern Managed Service Provider delivering IT, cybersecurity, and cloud solutions to growing businesses. We help organizations simplify and strengthen their technology environments through a proactive, security-first approach and a highly responsive support model. The MSP market supports the IT, security, and compliance needs of the majority of SMB and mid-market companies. It is a large and essential space, yet many providers still rely on reactive service models, manual processes, and fragmented toolsets. At SugarShot, we take a different approach, focusing on scalable systems, operational rigor, and a client experience that aligns with how modern businesses operate. Our model combines people, process, and technology to deliver consistent, high-quality outcomes across service delivery, security, and strategic IT initiatives. We prioritize visibility, accountability, and continuous improvement, enabling our clients to grow with confidence while we manage and evolve their technology foundation. Job Summary SugarShot is seeking a Technical Account Manager (TAM) with strong systems administration experience to serve as the technical advisor and operational bridge for an assigned client portfolio. The TAM partners closely with Client Success, Service Delivery, Security, and Engineering teams to ensure the effective execution of IT operations, technical alignment, and ongoing optimization of client environments. This role is responsible for translating technical needs into actionable plans, maintaining environment health, and supporting clients through infrastructure, security, and compliance requirements. The ideal candidate brings hands-on systems experience, strong technical troubleshooting capability, and the ability to communicate effectively with both technical teams and business stakeholders. They are comfortable owning technical outcomes, identifying risk, and driving continuous improvement across client environments. Responsibilities Include Technical Ownership & Environment Management • Act as the primary technical advisor for assigned clients • Maintain a deep understanding of client environments, including infrastructure, endpoints, cloud platforms, and security tooling • Perform regular environment reviews to identify risks, gaps, and optimization opportunities • Ensure systems are aligned to best practices across performance, security, and scalability Systems Administration & Support Alignment • Provide hands-on support for complex issues and escalations when needed • Support endpoint management across both macOS and Windows environments • Assist with system configuration, patching, upgrades, and lifecycle management • Partner with Service Desk and Engineering teams to ensure consistent and effective resolution of technical issues Security & Compliance Alignment • Support client environments in alignment with security frameworks and compliance requirements (SOC 2, HIPAA, PCI, etc.) • Identify and remediate security risks across endpoints, identity, and infrastructure • Assist with implementation and ongoing management of security tools and controls • Partner with internal and external stakeholders during audits and compliance reviews Project & Technical Execution • Support the planning and execution of technical projects, migrations, upgrades, and new deployments • Collaborate with Project Managers and Engineers to ensure successful delivery • Validate technical outcomes and ensure alignment with client expectations and standards Client Collaboration & Communication • Participate in client meetings alongside CSMs to provide technical insight and guidance • Translate technical concepts into clear, actionable communication for non-technical stakeholders • Build trust with client IT contacts and serve as a reliable technical partner Operational Coordination • Monitor environment health, ticket trends, and recurring issues to drive proactive improvements • Ensure documentation is accurate and up to date across systems and environments • Escalate risks and issues appropriately while maintaining clear communication What You Bring • 4–8+ years of experience in Systems Administration, Technical Account Management, or similar roles within managed services or IT environments • Strong hands-on experience with both macOS and Windows environments • Solid understanding of IT infrastructure, including endpoints, networking, cloud platforms (Microsoft 365/Azure), and identity management • Experience supporting or working within compliance-driven environments (SOC 2, HIPAA, PCI, or similar) • Proven ability to troubleshoot complex technical issues and support escalations • Experience with endpoint management tools (e.g., Intune, Addigy, or similar) • Strong communication skills with the ability to engage both technical and non-technical stakeholders • High level of ownership, accountability, and attention to detail • Comfortable operating in fast-paced, growth-oriented environments • Bachelor’s degree preferred or equivalent professional experience Success Metrics Primary Metrics: • Technical health and stability of assigned client environments • Reduction in recurring issues and escalations • Alignment to security and compliance standards across client environments • Successful delivery of technical initiatives and projects The Technical Account Manager is accountable for ensuring the reliability, security, and continuous improvement of client environments, serving as a key driver of technical quality and client confidence. Location: Remote with the ability to work US East Coast hours Travel: This role requires on-site client visits as needed, with travel up to 20% based on client and business needs. Benefits • Competitive compensation • Healthcare + Vision + Dental benefits • Remote work environment • Flexible time-off policy • Transparent, flat culture

• Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants • Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management. • Identify ways to increase customer satisfaction and increase value-add for customers. • Identify customer service opportunities and manage and direct the work of the customer’s technical resources. • Serve as a stable escalation and contact point for support requests and escalations on behalf of our customers. “First” escalation point on from Engineers should be the Customer Service Managers. • Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team. • Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients. • Coordinate with the managed services Managing Architect for technical resources assignment and allocation. • Responds to customer technical issues and drives resolution. • Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet • Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced. • Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO • Management of Microsoft FastTrack engagements

Founded in 2017, Obsidian Security was created to close a critical gap: securing the SaaS applications where modern business happens—platforms like Microsoft 365, Salesforce, and hundreds more. Backed by top investors including Greylock, Norwest Venture Partners, and IVP, we’ve built a complete SaaS security platform to reduce risk, detect and respond to threats, and prevent breaches at the source. Our team includes leaders who helped define the categories of endpoint and identity security at CrowdStrike, Okta, Cylance, and Carbon Black. Now, we’re transforming how SaaS is secured—in the era of agentic AI. Today, Obsidian is trusted by global enterprises like Snowflake, T-Mobile, and Pure Storage. We protect more than 200 organizations across North America, Europe, the Middle East, Southeast Asia, Australia, and New Zealand—including many of the world’s largest Fortune 1000 and Global 2000 companies. With strong global momentum, a growing partner ecosystem including SentinelOne, Databricks, and Google Cloud, and a major fundraise on the horizon, we’re scaling quickly toward long-term growth and IPO readiness. Join us as we define the future of SaaS security! We are hiring a proactive Technical Account Manager (TAM) professional to join our Customer Success team. If you're excited to be part of a winning team of a SaaS security start-up, Obsidian Security is a great place to make an impact. A TAM is responsible for actively driving customer value within the Obsidian platform. The role is to technically advise on the usage of Obsidian solutions and be a subject matter expert on SaaS security challenges and best practices. The TAM's responsibility is to partner with customers in a technical and educational capacity throughout the life of the customer partnership. The TAM is also the voice of the customer within Obsidian, providing important feedback to product management and engineering. The ideal candidate is driven, collaborative, and knowledgeable, has worked in a cybersecurity role and is excited about the opportunity to work in a SaaS security start-up. This is a 100% remote role with a preference for candidates located in Australia. About the Role: - Deliver the highest level of customer experience and technical assistance to customers and partners. Manage simultaneous customer requests, inquiries and issues of varying complexity and priority. - Take ownership of driving complex scenarios and issues, working with appropriate stakeholders in engineering, product management and sales to deliver successful outcomes. - Work closely with our customers to make sure they are enabled/on-boarded successfully, fully understand how to use the platform, and can successfully integrate it into their day-to-day workflows. - Drive towards improving customer understanding and usage of the Obsidian platform. This includes understanding common issues to build and improve in-product documentation and guides, as well as deliver live or recorded product training for new customers or partners. - Identify, communicate, and deliver on opportunities to improve Obsidian’s ability to support and enable our customers to be successful, including new processes, tools, or product prototypes. - Create and deliver Account Health checks and Quarterly Business Review About You: - A strong blend of communication abilities and technical skills to be the field-facing technical ambassador for Obsidian - Experience in building and managing strong customer relationships - Experience with cybersecurity, especially Cloud and SaaS security concerns - Ability to prioritize and manage multiple requests while delivering results - Experience administering and configuring SaaS applications (such as Google Workplace / GSuite, O365, Okta, Duo, etc) - Experience interacting with APIs, integrations, and middleware - An understanding of common web authentication methods (such as tokens, OAuth, SAML, etc.) - Versed in software engineering (Python) is a definite plus - Experience with cybersecurity solution stacks - Experience in incident response, threat triage, log analysis, and data correlation is a strong plus. - Willingness to travel occasionally to meet with customers, not expected to exceed 5%