Job Opportunity
We are seeking a skilled Technical Implementation Manager to join our team in the APAC Professional Services organization. Located in our Sydney office, you will report to the local Manager of Implementation Services and be part of a smart, engaged, and forward-thinking team responsible for managing and optimizing the implementation, onboarding, and partner consulting experience across our business continuity and security product sets.
Key Responsibilities:
* Lead partners through their onboarding experience with Datto's BCDR and Networking and Security portfolio
* Serve as the primary point of contact throughout the entire implementation process
* Manage multiple partner implementation projects while providing both high-level and detailed business process consulting
* Conduct assessments of partner needs, explain product features and functionality, and how it relates to the business
* Provide best practices for device/system setup to prevent unnecessary support requests
* Define product specifications for partner and end-user installation
* Respond to partner inquiries and direct the resolution of outstanding issues
* Review partner device fleets, identifying issues and providing best practice improvements
* Monitor partner use and adoption of the software throughout implementations
* Seek opportunities to sell additional devices or professional services and help scope implementation and professional services engagements pre-sales
Requirements:
The ideal candidate should have:
* Demonstrated experience in a technical support or consulting environment
* Excellent customer service and communication skills
* Ability to manage several complex customer engagements simultaneously
* Demonstrated ability to stay up-to-date with new feature releases and stay aware of common problem cases
* Demonstrated track record of being a resident Subject Matter Expert or Technical Trainer with complex platforms
* 3-5 years implementation experience with similar products
* BA/BS in Business, Information Technology, or related field, or equivalent experience
* Strong technical aptitude, with an understanding of BCDR and networking software
* Experience with Desktop/Server OS and applications
* Core understanding of Linux-based systems
* Knowledge of general IT infrastructure, Networking, Windows Server, and Cisco technologies, Active Directory, Virtualization, Linux, etc.
* Knowledge and familiarity with common Windows boot failure (BSOD) troubleshooting
* Knowledge of Virtualization technologies, VLANs, IPSec Tunnels, OpenVPN, and familiarities with Hypervisor Virtual Machine configuration and Virtual Disk Image formats such as VHD(x) and VMDK files
* Bonus: Familiarity with Disaster Recovery procedures and planning
* Bonus: Familiar with network file-sharing protocols such as Samba, iSCSI, SFTP, etc.
* Bonus: Awareness of VSS writer backup technology
Benefits
This role offers a competitive compensation package and opportunities for career growth and development.
How to Apply:
If you meet the requirements and are passionate about delivering first-class customer delivery, please submit your application.