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Resume & Experience

Technical Account Manager & AI SOC Architect

Panther Labs (August 2025 - July 2026)

For roughly a year, I piloted Panther's first TAM program, ultimately owning over $10M USD of ARR across 17 customers.

In the summer of 2025 I was asked to become Panther's first TAM. The company had not seen this role previously, but following the work I did as the inaugural Implementation Engineer, and with the company signing larger clients, we realized the need to have a dedicated resource for these customers to support them with such a technical product and enable them to utilize it to the fullest.

Half-way through my tenure as a TAM, I was given another task: work with my clients to increase adoption of our new AI SOC functionality. We were expanding into the AI SOC space rapidly, and I worked with customers to help them get involved on the ground floor and build out what our platform could look like. Within 3 months, we successfully signed 3 AI SOC SKUs with top clients, and I developed a repeatable sales process for pitching, demoing, and closing AI SOC sales with existing customers which saw adoption from the broader sales team the following quarter.

Responsibilities:

  • Client & Account Management
    • Act as the dedicated, primary technical resource for key clients.
    • Develop long-term relationships with business and technical stakeholders.
    • Conduct regular meetings with clients to assess product fit and strategy, address issues, and align on roadmaps.
    • Work closely with sales team to identify expansion opportunities, renewal risks, and upgrades.
  • Proactive Support & Strategy
    • Run technical trainings and working sessions for new features.
    • Coordinate incident/outage response.
    • Discuss upcoming features with clients and strategize on new workflows to meet existing business needs.
  • Cross-Functional Advocacy & Education
    • Advocate for customer internally by translating needs and feedback into actionable insights for product and development teams.
    • Identify strategic early adopters for features in beta and facilitate conversations between PMs and clients.
    • Communicate product releases, features, and roadmap with clients.

Detection Engineer

Panther Labs (July 2024 - July 2025)

As a detection engineer, I got to take ownership of one of the core product experiences at Panther: managing content via CI/CD. My responsibilities were split evenly between managing the out-of-the-box detection content, and developing/maintaining the tools we provide customers for developing their own detections.

I undertook a number of projects in this role, such as:

  • Migrating release and publish workflows away from setuptools
  • Creating guardrails to more thoroughly test managed content for bugs or noise before releasing broadly to customers
  • Streamlining the unit test development process by introducing a log redaction tool
  • Co-developing automated red-teaming tools to provide end-to-end detection testing

Implementation Engineer

Panther Labs (November 2023 - July 2024)

In the months leading up to Nov 2024, myself and my grand-manager Curtis were tasked with standing up a Professional Services team at Panther. The team would provide onboarding services for new customers, and ad-hoc professional services for existing customers. Nobody had ever undertaken this task at Panther before, and we were chosen to build out this new function.

Ultimately, the team was deprecated during some restructuring, and the role was outsourced to partner teams (which I helped train up). However, during our 9-month run, we successfully onboarded 11 new customers, performed a few ad-hoc services (including data exfiltration and detection writing), and drafted a number of processes to integrate professional services into our sales cycles. After the restructure, I moved into a position as a detection engineer.

Responsibilities:

  • New Customer Onboarding:
    • Plan, schedule, and run training sessions with customers
    • Produce training materials (documentation, presentations, videos, etc.) for use during pre- and post-sales
    • Track current engagements and report progress and metrics
    • Follow up with new customers regarding bugs, feature requests, etc.
    • Research and develop specific implementations/integrations for individual customer needs
  • Ad-Hoc Services:
    • Track service requests and report progress/revenue.
    • Work with customers to understand their specific requirements and constraints.
    • Keep customer apprised of progress, blockers, and expectations.

Technical Support Engineer Lv. 2

Panther Labs (May 2023 - Feb 2024)

In addition to the duties and responsibilities of TSE I, in this position I also took an active role in supporting and supervising the junior TSEs.

Responsibilities:

  • Provide coaching and feedback for new TSEs.
  • Receive escalations from peers for higher-difficulty customer engagements.
  • Facilitate customer outreach during product incidents.
  • Form partnerships with various teams in engineering and product design orgs to represent customers.

Accomplishments:

  • Re-vamped the TSE hiring guide and onboarding materials.
  • Trained 2 new hires directly, and assisted in the training of 2 more.

Technical Support Engineer Lv. 1

Panther Labs (June 2022 - May 2023)

Provided frontline technical support for customers which encountered issues using Panther, or had questions about the product.

Responsibilities:

  • Triage and respond to incoming customer tickets, and prioritize according to severity and urgency of issues.
  • Reference, maintain, and contribute to internal and customer-facing informational resources, including a knowledge base, and Panther's official documentation.
  • Participate in building tools and processes to improve the team's efficiency.
  • Log, monitor, and help prioritize feature requests and bug reports.
  • Host info-sessions to share technical product knowledge with the support team, and other less-technical teams across the org.

Accomplishments:

  • Developed a tool to assist with automated assignments of incoming tickets. The tool tracked when users were on lunch, on break, or off-duty for the day. This ensured that tickets weren't assigned to inactive agents, which reduced mean times to first response.
  • Served as a "TSE Specialist" in our engineering department, whereby I spent time shadowing engineers working in a particular domain to learn more about the product, and how to troubleshoot advanced issues.
  • Regularly in top 10% of TSEs in terms of ticket resolutions per month.