Technical Account Manager

You will have the opportunity to conduct research, investigate and debug product deployment issues, and plan configurations for our customers. Additionally, you will utilize monitoring tools to identify, resolve and/or escalate issues to the Product and Engineering teams. In this role, you will assist in the preparation of new installations and coordinate with Customers for organizing the prescribed environments.

What You’ll Do:

• Work directly with clients while you assess and gather requirements, map processes, and execute delivery plans
• Assist clients with product and technical aspects of the Skan offering and deployment design
• Effectively communicate with the client and cross-functional internal departments to ensure all project requirements and milestones are understood and delivered according to the project plan
• Plan and operate deployment, configurations, operationalization, and monitor Skan operations.

• Assist customers with problem resolution and coordinate product clarifications as well as assistance
• Collaborate with Customer SMEs, understand their business processes, and desired outcomes, and validate reports
• Create and present executive reports and updates
• Exemplify leadership in building our culture, product direction, evangelization and developing strong relationships with customers
• Coordinate with internal teams to achieve ambitious deployment schedules

Requirements

Need to have

• Bachelor's degree in engineering or similar technical field
• 3+ years of performing root cause analysis, troubleshooting and understanding various technical factors that contribute to product issues
• Track record of hands on experience in IT systems and software systems in Windows and Linux platforms
• Passion for solving operational technical challenges with analytical debugging capability, log analysis and documentation of learning
• Experience and knowledge of Interpreting data, analyzing results and simple statistical techniques is a plus

• Nice to have: Hands on experience and familiarity with Linux based systems, Windows based applications deployment, and debugging
• Nice to have: Familiarity with HTML and CSS

Day to Day

• Team & Collaboration

• Customer facing

• Convey message
• Presents well in front of a customer

• Day to day

• Troubleshooting VA connectivity, browser extension issues, troubleshooting process in gateway or cloud, elastic log search, enter SQL query, blocks within firewall

• Maintain connectivity of the solution – functioning normally so customer can access
• Must be a self-learner

Skills Required

• Technical Competency

• Perform root cause analysis
• Troubleshooting connectivity
• Understanding of security and other blockers (communication protocol, security, how an application presents)
• API
• How different technical components work