Technical Account Mgr

Job duties and responsibilities

• Collection, analysis and change recommendations of configuration information


• Collection and analysis of customer network information


• Collection and analysis of packet trace information


• Recommend actions based on analysis


• Customer education, deliver knowledge transfer like webinars or workshops


• Software recommendation, conduct bug scrubs reports


• Upgrade testing, on a lab environment perform tests to upgrade customer devices and provide a report


• Develop best practice deployment and troubleshooting methodology documentation


• Follow up technical cases and manage the right expectation until the closure of the cases


• Conduct weekly status conference calls with customers to report status of open issues and projects


• Conduct quarterly reports for your managed accounts


• Work closely and provide direct technical email and phone support to our customers in the LATAM Region


• Analysis of support requests, completion of requests for information and documentation


• Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Job Skills

• Minimum of five years relevant professional experience preferably in the network industry


• Strong network security and routing experiences


• Exceptional customer service orientation and strong communications skills


• Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications


• Proficient with MS Word, PowerPoint, and Excel


• Scripting and Windows server app experience


• Willing to travel


• Advanced English level