Log In
Sign Up
Engineering / GOAL / Networking / Primary
Senior Technical Account Manager full_time
We are seeking a strategic and customer-focused Senior Technical Account Manager (TAM) with a strong foundation in enterprise IT systems to join our team. This role is primarily responsible for serving as the technical liaison and trusted advisor to high-value clients, while also providing hands-on support across Citrix, virtualization, storage, and networking for a select few customers. The ideal candidate will have a good understanding of enterprise IT infrastructure, a strong customer orientation and a willingness to roll up their sleeves when necessary.
Key Responsibilities
Technical Account Manager (Primary Focus)
Customer Engagement & Advocacy
- Act as the primary technical escalation point of contact for assigned customers, fostering long-term strategic relationships.
- Understand each client’s business goals and technical environment to proactively guide and align IT solutions to their needs.
- Regularly review system health reports, performance metrics, and KPIs to provide insights and strategic recommendations.
Service Delivery & Communication
- Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
- Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
- Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.
ITIL-Based Process Oversight
- Support event, incident, problem, and change management efforts for key customers using ITIL best practices.
- Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
Senior Systems Engineer (Secondary Focus)
Infrastructure and Virtualization
Infrastructure and Virtualization
- Maintain and support VMware-based environments, including upgrades and performance tuning.
- Work with Cisco UCS and enterprise storage systems (e.g., Pure Storage) to ensure high availability and interoperability.
Citrix Engineering Support
- Support Citrix solutions such as Citrix Cloud, Citrix DaaS, XenApp, XenDesktop, and Citrix ADC (NetScaler)
- Troubleshoot and optimize Citrix policies, session hosts, delivery groups, and hybrid/cloud integrations.
Networking & Optimization
- Perform advanced troubleshooting across networking components relevant to Citrix and application delivery.
- Assist with configuration of Citrix SD-WAN and network optimization strategies as needed.
Escalation and Mentorship
- Serve as a senior escalation point for technical issues, guiding junior staff and supporting continuous improvement initiatives.
Skills, Knowledge & Expertise
Technical Expertise
- Experience working with VMware, Cisco UCS, and enterprise storage solutions, with ability to support and troubleshoot as needed
- Experience with Citrix platforms: Citrix Cloud, DaaS, XenApp/XenDesktop, NetScaler, WEM, SD-WAN.
- Familiarity with enterprise networking, load balancing, and firewall concepts.
Customer-Facing and Strategic Skills
- Proven success in a Technical Account Manager or customer-facing engineering role.
- Solid grasp of ITIL processes with the ability to lead incident, change, and problem management for enterprise clients.
- Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.
Soft Skills
- Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
- Strong presentation and documentation abilities.
- Highly self-motivated, organized, and comfortable working both independently and collaboratively.
Preferred Qualifications
- Certifications such as Citrix Certified Professional/Expert (CCP/CCE),
- VMware Certified Professional (VCP), Cisco UCS, or Pure Storage certifications.
- Understanding of hybrid and multi-cloud environments.
- Scripting/automation familiarity (e.g., PowerShell, Citrix SDKs, Ansible).
Source ⇲
Remotive Remote Jobs RSS Feed