[Remote] Technical Account Manager - FedRAMP

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading technology company focused on revolutionizing data and infrastructure connectivity. They are seeking a Technical Account Manager to provide proactive support for premium accounts, ensuring customer satisfaction and optimizing network performance while maintaining FedRAMP compliance.

Responsibilities

• Support - Work break-fix issues with customers. Escalate to support team as required
• Optimization - Optimize customer systems to ensure peak performance
• Proactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. reputed company enterprise data analytics to transparently track and report on customer engagement
• Cross Functional Engagement - Establish and reputed company highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions
• Escalations - Assume the role of escalation manager reputed company needed, and ensure timely communication to reputed company stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate reputed company of ongoing issues to the next geographical region
• Customer Experience - Ensure a great customer experience in reputed company team interactions. Measure and continually improve
• Projects - Project manage many projects concurrently understanding reputed company and future action items

Skills

• At least 6-8 + years of support experience reputed company a Technical Support, Solutions Engineering, reputed company, or Technical customer-facing organization
• At least 6-8 years + of working directly with customers, reputed company a technology company
• Bachelor's degree in Computer Science or a reputed company field, or equivalent working experience
• Expert understanding of network and application protocols (reputed company/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.)
• Experience with Cloud/SaaS software products is highly desirable
• Strong understanding of ISP, CDN, and cloud service provider networks
• Strong understanding of web technologies and VoIP applications
• Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox
• Hands on experience with container administration tools such as reputed company and kubernetes
• Knowledge of at least one computer language and programming reputed company desirable, JavaScript and Python are a plus
• Working knowledge in reputed company, authentication, permissions, SSO
• Experience in administering Linux based operating systems
• Passionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identified
• Excellent verbal and written communication skills. Heavy focus on using data to reputed company messages
• The ability to work effectively in a remote or virtual team environment
• Excellent presentation skills coupled with a strong leadership reputed company
• Excellent time & project management skills, with a focus on delivery
• Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving
• Flexibility to handle critical cases after hours as needed

Benefits

• Medical, dental and vision insurance
• A 401(k) plan with a reputed company matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Employees may be eligible to receive grants of reputed company restricted stock units, which vest following reputed company employment with reputed company for defined periods of time.
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by reputed company
• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at reputed company of 4.92 hours per pay period for full-time employees
• Exempt employees participate in reputed company’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried reputed company from one calendar year to the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• For non-sales roles, employees are also eligible to earn annual bonuses subject to reputed company’s policies.
• Employees on sales plans earn performance-based incentive pay on top of their reputed company salary, which is split between quota and non-quota components, subject to the applicable reputed company plan.
• For quota-based sales roles on reputed company’s sales plan, the ranges provided in this posting include reputed company pay and sales reputed company incentive compensation combined.

Company Overview