Technical Account Manager

As a Technical Account Manager I at Fortra, plays a vital role in technical account management within the Digital Guardian organization. With moderate supervision, the TAS is responsible for addressing specific support requirements, providing proactive assistance to customers, and closely collaborating with internal teams to ensure customer satisfaction.

WHAT YOU'LL DO

• Provide proactive customer support and assist in resolving technical issues for enterprise customers, under the guidance of senior TAMs.
• Assist in maintaining virtual customer environments, conducting regular reviews and tests for compatibility issues.
• Collaborate with the QA team to ensure product readiness and consider customer use cases in testing.
• Support the communication of product and program information, as well as supportability, to accounts.
• Participate in problem management activities and escalations to ensure customer deliverables align with strategic milestones.
• Assist in tracking the progress of customer-centric projects and strategic initiatives, documenting interactions and providing proactive communication.
• Act as a liaison between customers and various Digital Guardian teams, providing support and assistance as required.
• Handle customer inquiries through phone and web channels, providing timely and professional responses.
• Assist in recreating customer environments and use cases to aid in issue reproduction and resolution.
• Utilize a foundational knowledge base as an IT generalist or systems administrator to provide support.
• Other duties assigned.

QUALIFICATIONS

• Bachelor's degree in a relevant field or equivalent experience.
• Previous experience in a technical support role or relevant customer-facing position preferred.
• Basic understanding of security, architecture, and technical implementations.
• Familiarity with Windows and Linux operating systems is advantageous.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment with moderate supervision.
• Willingness to learn and adapt to new technologies and processes.