In this episode recorded at ThreatLocker Zero Trust World, Solution Engineer Amanda Makowsky shares how ThreatLocker’s human-centered approach ensures personalized support and tailored cybersecurity solutions for organizations of all sizes. Discover how real human connections and 24/7 live support set ThreatLocker apart in building trust and security.
This episode of the “On Location” series, recorded during ThreatLocker Zero Trust World 2025 in Orlando, features an insightful conversation with Amanda Makowsky, Solution Engineer at ThreatLocker. Amanda shares how ThreatLocker maintains a human touch in cybersecurity while delivering robust solutions for organizations of all sizes.
The Human Element in Technology
Amanda explains how ThreatLocker emphasizes human interaction from the first demo through implementation and beyond. When potential customers engage with ThreatLocker, they are assigned a dedicated Solution Engineer as their technical point of contact. Amanda highlights how this relationship extends beyond the sales process, ensuring partners have continuous support as they mature their security environments. Whether working with small businesses or large enterprises, the focus remains on personalized service and hands-on assistance.
Support That Stands Out
ThreatLocker’s commitment to human-centric support is evident through its 24/7 live helpdesk, staffed by real people in Orlando, Florida. Amanda notes the goal of responding to chat requests within a minute, providing immediate support without relying on bots or automated responses. This approach fosters trust and ensures that customers, regardless of their organization’s size, receive timely and effective help.
Customization and Real-World Impact
Amanda shares how every partner’s environment is unique, requiring tailored solutions to accommodate different software, hardware, and operational needs. She emphasizes the importance of building specific and intentional roles within ThreatLocker’s systems to match the diverse environments of their partners. The impact of this customization is profound, as partners express a sense of security that allows them to “sleep better at night.”
Listen to this episode to explore how ThreatLocker combines technology with human connection, offering a refreshing perspective in the cybersecurity industry.
🔹 Amanda Makowsky, Solutions Engineer at ThreatLocker | On LinkedIn: https://www.linkedin.com/in/amandamakowsky/
🔹 Sean Martin, Co-Founder at ITSPmagazine [@ITSPmagazine] and Host of Redefining CyberSecurity Podcast [@RedefiningCyber] | On ITSPmagazine: https://www.itspmagazine.com/sean-martin
🔹 Marco Ciappelli, Co-Founder at ITSPmagazine [@ITSPmagazine] and Host of Redefining Society Podcast & Audio Signals Podcast | On ITSPmagazine: https://www.itspmagazine.com/itspmagazine-podcast-radio-hosts/marco-ciappelli
✅ ThreatLocker: https://itspm.ag/threatlocker-r974
🔗 Full ZTW 2025 Coverage: https://www.itspmagazine.com/zero-trust-world-2025-cybersecurity-and-zero-trust-event-coverage-orlando-florida
🔗 ITSPmagazine’s Event Coverage Hub: https://www.itspmagazine.com/technology-and-cybersecurity-conference-coverage
🎧 More Redefining CyberSecurity Content: https://www.itspmagazine.com/redefining-cybersecurity-podcast
🎧 More Redefining Society Stories: https://www.itspmagazine.com/redefining-society-podcast
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Sean Martin: All right. I can hear us. We're rolling.
Marco Ciappelli: You're ready.
Sean Martin: Rolling. I'm gonna drop this. You sure you're rolling, Sean? I think we're wrong.
Marco Ciappelli: It wouldn't be the first time that we that we recorded
Sean Martin: talking about that earlier.
Marco Ciappelli: And then we have to do it again.
But she doesn't have time. We don't have time to do that.
Sean Martin: We're gonna We're going to have a good old chat with Amanda. Amanda, how are you?
Amanda Makowsky: I'm doing very well today. How are you today, Sean?
Very
Sean Martin: good. It's been a fabulous day, a fabulous few days here. Thanks. You know, at Zero Trust World 25. And, uh, I have to be honest, it's no secret for people who've heard my show before.
You have the best role, in my opinion. Thank you. Solution engineers, system engineers, solution architects, whatever the term is that organizations have for it. You get to see all the cool stuff.
Amanda Makowsky: I do, I do. Not only see all the cool stuff, but I get to work with some really awesome people, both of our partners, as well as our support teams internally.
So it's a really fun position to have as well.
Marco Ciappelli: Yeah, and I have say, you know, I'm here to cover the event, and I talked to many [00:01:00] people, and I've spoke to way too many people to actually, like, believe that it's true. That they really feel that ThreatLocker is a human company. And many hope it stays like that.
So I'm sure that's part of your job to make a human for that. So tell me about that relationship.
Amanda Makowsky: Absolutely. So when somebody that's never used ThreatLocker before first wants to engage with us, um, when they get a demo, they're assigned a solution engineer, that's their technical point of contact through the life of that engagement, whether they, I just want to see it.
I don't want to touch it yet, or I want to touch it. I want to implement, I want to onboard. I'm loving with it. going to move forward with you. We're stuck. I like to say they're stuck with me at that point forward, right? And we get to, even after they sign, I'm the one there with them day in, day out, helping build those policies, helping make sure their environment gets to the maturity level we want them and they want to be at with the tools that we can provide.
Sean Martin: I think it was Danny that mentioned at the [00:02:00] opening of the event that he wanted to build something that worked for Small organizations up to large enterprise organizations. And I think he's done that. And you can attest to that. Absolutely. Working directly with small through MSPs and up to the enterprise.
What are some of the things you can highlight in that regard?
Amanda Makowsky: So, uh, back to that human conversation and working with that small, medium, large, right? Whether you're, you know, five people trying to do this all on your own or you have an army of people with you, there's a place for ThreatLocker in that organization.
Uh, not only are you paired with your technical point of contact, your solution engineer, we also have 24 hour support that's available all day long, every day, live humans based in Orlando, Florida. So, our goal is to respond to a chat request within a minute. And our partners know they're getting a person, not a bot, not a automatic knowledge base that they can build off of.
They're getting a human that they can Interact with and fix whatever problem may be going wrong [00:03:00] instantly with them. And that's huge, whether, again, you have those two, three people that are trying to manage that organization on their own, or that dozen, two dozen in there. There's someone always with ThreatLocker to make sure anything that they need is available.
Marco Ciappelli: Any case study that comes to mind where you have interacted with, like, customizing a solution recently, maybe? I'm sure you've done it many times, but it's something that Kind of stuck as a case study.
Amanda Makowsky: Oh, what I find interesting is every single partner that I have come through, even if they're in the same realm or field of work, their environment is going to be completely custom.
They're not going to have the same printers. They're not going to have the same software. They're not going to have the same Microsoft license, even. So being able to build roles that are specific and intentional for their environments is massive. And that's, you know, that partnership philosophy that comes all the way through.
Um, you know, whether it's struggling with one application, um, you know, making sure that that custom in house dev work developed [00:04:00] application gets to run and operate an update on its own without that intervention is massive. Um, this is really fun to have partners say, you know, I sleep better at night because I know I'm more secure.
Sean Martin: That's fantastic. It's great to meet the humans behind the human nature that people are talking about here. At Zero Trust World and obviously the humans are make, are what make the tech work. Right, absolutely. And uh, so it's fantastic chatting with you Amanda.
Amanda Makowsky: Yes sir, for your time today Sean, I appreciate it greatly.
Sean Martin: Keep up the good work. Yes, you as well.
Marco Ciappelli: Stay human.
Amanda Makowsky: I'll try my best.
Sean Martin: And uh, enjoy the humanness of Threat Locker and stay tuned for more coming to you from Zero Trust World here in Orlando.
Alrighty. Okay.