Technical Account Manager – Networking

  • Freelance
  • Remote

Simplex

This is a 100% remote role with occasional 10-20% travel to visit key clients.

We are looking for a Network / Infrastructure Support Engineer who is interested in working with enterprise customers to both reactively support them through critical escalated issues as well as proactively ensure they are utilizing the full value of our network / security software solutions. Principally we are looking for someone with a strong technical aptitude with infrastructure / networking technologies but what will set you apart from others is your ability to create customer success in a client facing role. This is not just a support role as you will be a strategic advisor to customers offering project management, technology, product, and implementation expertise.

You will own a portfolio of 4-5 enterprise accounts and will have the autonomy to manage these accounts and relationships as you see fit. If a support ticket comes in, you will have to make decisions about what to hand off to support and what to handle hands on. The capability to think about what’s best for the customer and to prioritize issues will be key in this role.

Responsibilities:

Technical Support:
Owns customer technical issues to resolution through own technical knowledge as well as partnerships with other team members like Sales / Sales Engineering, Professional Services, and Engineering.
Drives critical escalation resolution plans. Assumes a leadership role in providing case status updates to management, account teams and customers. Identifies risk, participates in Root Cause Analysis, and validates solutions provided.

Account Management:
Develops close working relationships with both Technical staff and Sr. Management within 4-5 enterprise accounts
Proactively identifies areas where expansion opportunities exist and product value can be maximized.
Collaborates with Product Management to provide customer feedback to influence the product roadmap.
Partners with Engineering and QA to validate customers’ solution design including upgrade and migration planning.
Mentors other Support Engineers to help improve their technical knowledge, project management, and customer management skills.
Conducts on-site audits/reviews as needed.

Requirements:
2+ years experience working with customers in a network / infrastructure technical support role
Familiarity with some of the following:

Network security solutions Firewall, IPsec VPN, IDS/IPS, SSL VPNetc.). Information Security Concepts.
Networking principles (Layer 2 and 3, TCP/IP, 3-way handshake, DNS etc.)Cloud Services / Providers – AWS, Google (GCP), Azure
HTTP protocol (Structure, status codes, authentication, etc.)
Diagnosing network latency and intermittent issues
Active Directory (Domains, structure, permissions, group policies, etc.)
MSSQL fundamentals (Management interface, accessing logs, browsing databases, simple queries, permissions, jobs, etc.)
Enterprise applications, including performance, interaction, and conflict/troubleshooting, with an in-depth understanding of server operating systems such as Linux and Windows

Based remotely with travel to visit client 2X/year.