Position Title: Technical Account Manager (TAM)
Reporting to: Director of Service & Support, Customer Excellence
This company is looking to recruit a Technical Account Manager.
RESPONSIBILITIES
- Engage with key Customers Technical stakeholders to review technical aspects of their projects
- Generate technical design documents to support POC via the establishment of trials and detail the implementation of our solutions.
- Provide technical guidance and consultation to customers during onboarding, post-onboarding and deboarding stages.
- Facilitate incident responses and escalations to Service Operations Team or other support teams when necessary.
o Enhanced Technical Support by leading Incident / Problem Management
- Manage resolution status for all support cases, ensuring issues are resolved accurately and in a timely manner.
o Connects the customer to senior-level Technical Support Engineers with specialized experience supporting Customer environments (limited to company solutions) to ensure that Customers technical issues receive preferential attention and rapid escalation at the company.
- Help identify new solutions and commercial opportunities to improve . Deliverables include:
o Guide your Customer through their technology platform, solutions and services.
o Provide technical guidance, share trends, know-how, and best practices gained by working with other successful online businesses.
- Deliver ongoing configuration assistance to assist the customers in updating and optimizing their configurations.
- Implement, optimize and tune-up recommendations:
- Provide end-to-end Custom training
- Provide on-call (week end & evenings) and additional support outside regular business hours as and when required.
REQUIREMENTS
- University degree in Computer Science, Computer Engineering, Information Technology, Internet Security or related discipline.
- At least 2 years customer-facing experience within a Cloud or Internet services industry, ideally with direct exposure to troubleshooting technical issues.
- Strong understanding of two or more of the skills below:
o Operating Systems (Linux), Internet Protocols (DNS, TCP/ IP, HTTP), Cloud / Internet Security (DDoS, WAF, BoT), Edge Computing and Hosting Infrastructure (load balancers, firewalls, etc) is required.
- Familiarity with web programming languages e.g. Python, HTML, C++, Javascript
- Strong communication skills acting as a bridge between customers and the service delivery team.