Job Title:
Technical Account Manager
We are seeking a dynamic and experienced professional to join our team as a Technical Account Manager. The successful candidate will be responsible for acting as the primary technical contact for key clients in the post-sales area, ensuring their success and satisfaction with our products and services.
As a Technical Account Manager, you will work closely with clients to understand their needs, address their technical challenges tailored to their needs, and advocate for their success within our organization. Your proactive guidance will help keep the customer's mission-critical environments healthy by identifying potential issues before they become problems and improving the overall customer experience via best practices and technical recommendations that will optimize their return on investment.
Key Responsibilities:
* Be the primary point of contact for dedicated accounts.
* Provide technical solutions to address customer issues.
* Centrally manage and prioritize customer issues to assure timely resolution.
* Reproduce customer environments on lab equipment.
* Follow up with R&D departments to resolve product issues.
* Track, maintain, and resolve incident reports and customer support requests.
* Create technical documentation and bulletins to improve internal and external knowledge base.
* Update and provide guidance on new releases and features to dedicated accounts.
* Develop best practice deployment and troubleshooting methodology documentation.
* Conduct periodic site visits for managed accounts.
* Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.
* Provide technical and customer relationship handling mentorship to junior Technical Account Managers.
* Lead initiatives that contribute to the success of the Advanced Services team and the company.
Requirements:
We are looking for an insightful and influential collaborator who has at least 8-10 years of experience in a technical support role in a networking/security company. You should have a strong understanding of data networking protocols, specifically TCP/IP, routing, and switching. Experience with security products firewalls, IPsec, IDS/IPS, Anti-Spam, virus scanning is also required. Administrator-level working knowledge of Windows, Linux, or Unix skills is an advantage. Good understanding of web application concepts, security, and vulnerabilities, strong troubleshooting and problem-solving skills, effective oral and written communication skills, and at least NV1 Australian Security clearance are also necessary.
Benefits:
Attractive Total Rewards package to support your overall health and financial well-being,
Diversity and inclusivity,
Welcoming work environment designed for a rewarding career journey,
Professional growth opportunities,