Technical Account Manager

Company: Digital Guardian
Location: Waltham
Posted on: June 8, 2021

Job Description:

Digital Guardian, a Leader in Data Protection and also named one of the best places to work by the Boston Globe in 2020, is looking for a Technical Account Manager/Senior Software Support Engineer to join our UK team!

As a Technical Account Manager you will manage 3-4 strategic accounts by providing proactive management and guidance for all technical issues encountered with their enterprise software deployment, resulting in faster time to resolution. The TAM will engage to personalize their customer's experience to assist success with their software implementation while building a strong mutual relationship with the customer.

For more than 15 years, Digital Guardian has enabled data-rich organizations to protect their most valuable assets. With the industries only cloud based DLP solution and a world class managed security program (MSP) to enable customers to get rapid value from our tools, Digital Guardian sets the standard on how to protect data!

Responsibilities

• manage 3-4 strategic accounts by providing proactive management and guidance for all technical issues encountered with their enterprise software deployment, resulting in faster time to resolution
• Maintain virtual customer environments and continually review and test those environments for compatibility issues
• Work with QA team for product readiness to ensure customer use cases are considered in customer-like in-house testing
• Communicate proactively with accounts regarding product and program information, supportability
• Coordinate problem management activities and escalations in the best interest of customer deliverables and in line with strategic milestones
• Track the progress of customer centric projects like beta programs and other strategic initiatives, and documents are customer interactions, while providing proactive customer communication such as status and trip reports
• Act as a liaison between the customer and other Digital Guardian teams; including Technical Support, Sales, Engineering, Professional Services and the product teams as required over the lifecycle of the customer's Digital Guardian implementation
• Provide architectural reviews and product roadmap sessions with CTO at the customer's site
• Provide 24x7 priority based customer support
• Accept incoming support requests through phone and email channels. Answer customer requests and handle them expeditiously and professionally. Proactively communicate and accurately set customer expectations
• Recreate customer corporate enterprise environments (including operating systems, applications, networks, etc.) and customer use cases to reproduce issues and determine and test resolutions
• Provide "hands-on" support using broad base of knowledge as an IT generalist or systems administrator
• Troubleshoot application crashes, system crashes (BSOD) and application and system hangs as well as other issues which may arise
• Mentor/coach other support engineers
• Provide knowledge transfer and cross training to other departments within the organization

Requirements

• Previous experience in a Technical Support role working with Global 2000 customers, including technical knowledge of heterogeneous environments used by Enterprise Accounts
• Deep technical understanding of security, architecture, implementations, technical support, development and software. Core functional components include risk management through forensics, classification, encryption, and discovery
• Kernel level knowledge of Windows 10 and Windows Server Operating Systems required
• Knowledge of Linux/Unix/Mac OS X is strongly preferred
• Knowledge of Microsoft SQL Server is strongly preferred
• Ability to debug and interpret events taking place on Windows, Linux and macOS technologies
• Minimum three years with Microsoft Windows Server technology including SQL Server, SMS, MOM, IIS, etc., as well as deep knowledge of Windows OS
• Experience with either macOS or Linux distributions: RHEL, SUSE, Ubuntu. Bash or other Unix shell
• Knowledge of configuration management, using images, Symantec Ghost, VM Ware and software deployment tools like SMS, Altiris, and LANDesk
• Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure.
• Active Directory expertise in a large enterprise environment
• Project Management skills, including written and verbal communication skills as well as the ability to present technical issues to a nontechnical audience
• Excellent communication and presentation skills, and a self-starter
• Weekend, night, or off-shift availability may be required from time to time

What We Offer

• Great culture in an exciting and fast paced company
• A diverse environment where everyone's opinion matters.
• Competitive salaries including a full benefit package
• Collaborative environment
• State of the art technology
• Career Growth

Digital Guardian is a global organization headquartered in Waltham, MA.

Secure your Career at Digital Guardian!

Keywords: Digital Guardian, Waltham , Technical Account Manager, Other , Waltham, Massachusetts