Location: Singapore Suntec 2 Temasek Blv, Singapore
Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we're driven by a mission to build a future we can all trust.
In Singapore, Thales has been a trusted partner since 1973, originally focused on aerospace activities in the Asia-Pacific region. With 2,000 employees across three local sites, we deliver cutting-edge solutions across aerospace (including air traffic management), defence and security, and digital identity and cybersecurity sectors. Together, we're shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress.
About The Role
As a Senior Technical Account Manager (Senior TAM), you will serve as a trusted technical advisor and strategic partner to Thales most critical enterprise customers using Incapsula Cloud and SecureSphere onpremise security solutions. This role goes beyond reactive support and is accountable for driving customer outcomes, security maturity, and longterm value realisation.
You will own the endtoend technical relationship for assigned strategic accounts, lead complex onboarding and optimisation initiatives, and act as the senior escalation and technical authority. As a senior member of the TAM organisation, you will also mentor other TAMs and help shape best practices across service delivery.
Key Responsibilities
Strategic Account Ownership
- Own the technical success and service strategy for assigned enterprise and strategic accounts
- Act as the single point of technical accountability, ensuring consistent engagement and trust
- Lead Quarterly Business Reviews (QBRs) and executivefacing service reviews focused on outcomes, risk posture, and roadmap alignment
Technical Leadership & Escalation
- Lead complex technical escalations and highseverity incidents, coordinating across Support, Engineering, Product, and Leadership teams
- Serve as a senior escalation point and ensure timely resolution with clear stakeholder communication
- Represent customer priorities internally and drive visibility on systemic or recurring issues
Value Realisation & Advisory
- Analyse traffic, alerts, attack trends, and case data to deliver proactive, outcomedriven recommendations
- Advise customers on architecture optimisation, integrations, and advanced use cases across WAF, DDoS, CDN, DNS, Load Balancing, and SIEM
- Identify opportunities to deepen adoption of Thales solutions based on customer needs and demonstrated value
Mentorship & Practice Development
- Mentor and coach junior and midlevel TAMs on technical depth, customer engagement, and best practices
- Contribute to the standardisation and improvement of onboarding frameworks, runbooks, and service methodologies
- Share field insights to continuously improve service quality and customer experience
Required Qualifications
Technical Experience
- 58+ years of experience in Technical Account Management, Tier 3 Support, or Security Consulting
- Strong handson experience with cloud, network, or application security technologies
- Proven expertise in WAF, DDoS protection, CDN, DNS, and Load Balancing
- Solid understanding of Internet and Networking fundamentals (TCP/IP, HTTP/S, proxies, firewalls, load balancers)
- Experience analysing logs, traffic patterns, and security events
- Working knowledge of SQL and databases (MySQL, MSSQL, Oracle, MariaDB)
- Familiarity with Linux/UNIX environments and scripting (Python, Shell, Perl preferred)
Professional & Leadership Skills
- Ability to influence without authority in a matrixed organisation
- Strong customerfacing and executive communication skills
- Proven ability to manage multiple complex accounts with minimal supervision
- Customerfirst mindset with a focus on outcomes and value
- Wellorganised, analytical, and comfortable operating in highpressure situations
Why This Role Matters
The Senior Technical Account Manager plays a critical role in protecting customer applications, improving security posture, and ensuring customers realise maximum value from Thales solutions.
At Thales, we're committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you'll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference for a safer, greener, and more inclusive world.
