Technical Account Manager

• Act as the primary point of contact for customers, managing their support requests and ensuring timely and effective resolution of technical issues
• Develop a deep understanding of customer environments, use cases, and requirements to provide tailored technical solutions and advice
• Work closely with internal teams, including engineering and support, to ensure customer issues are resolved quickly and effectively
• Monitor customer satisfaction metrics and proactively address any issues to ensure high levels of customer satisfaction
• Provide proactive guidance and support to customers, including regular check-ins, status updates, and technical best practices
• Collaborate with cross-functional teams to identify and prioritize customer feature requests and product improvements
• Develop and deliver technical training sessions and presentations to customers
• Participate in industry events and conferences to stay up-to-date with the latest trends and technologies
• Implement and manage DevOps practices and methodologies, including AWX with Ansible, to improve delivery, quality, and reliability of customer solutions on Rocky Linux Enterprise
• Ensure customer compliance with regulatory standards, including SOC 2, FIPS 140-2, and FIPS 140-3, and understanding of CIS hardening processes

Education and Experience:

• Bachelor's degree in Computer Science, Information Technology, or related field
• 5+ years of experience in technical support, customer success, DevOps or similar roles
• Strong technical background with expertise in Linux operating systems, particularly Rocky Linux
• Familiarity with configuration management tools such as Ansible and AWX
• Experience with container technologies such as Docker and Kubernetes
• Familiarity with ITIL and ITSM best practices and processes
• Excellent communication and relationship-building skills, with the ability to explain technical concepts to non-technical audiences
• Strong problem-solving skills with the ability to think creatively to resolve complex technical issues
• Proven track record of building and maintaining strong customer relationships
• TSA/Security Clearance preferred
  

Benefits

• Our client offers an expansive benefits package including, but not limited to, Medical, Dental, Vision, 401(k) & PTO

• Remote working environment 

Salary: $115,000-160,000/annually based on experience 

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.

A BIT ABOUT US

MIW specializes in helping our clients achieve the seemingly impossible. We believe that with the right resources, the impossible is doable. Our goal: “To be an Exceptional customer-centric company of Services and Solutions, facilitating their growth, processes, and success.” We strive to showcase a true partnership throughout our process and prioritize candidate and client experience. 

We look forward to providing a personable connection throughout your interactions with our team.

MIW is an EOE/Veterans/Disabled/LGBT employer:

MIW is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.