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Technical Account Manager - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Campbell, CA Campbell, California |
About this job
Technical Account Manager (TAM)
At Skyhigh Networks were building groundbreaking technology to help enterprises enable and accelerate the safe adoption of cloud services. We have a work hard, play hard culture that fosters a fun, energetic, and collaborative work environment. Most importantly, we all check our egos at the door. Skyhigh Networks is backed by Sequoia Capital and Greylock Partners, two leading venture capital firms in the Silicon Valley and was named as a hot new startup by Business Insider, Network World and Cloud Computing Magazine.
We have the following opportunity for a creative, innovative and results-oriented person willing to go the extra mile in a fast-paced environment.
Position Summary
At Skyhigh Technical Account Manager (TAM), you will provide world-class post-sales engineering & consultative services support to large enterprise customers. You will interact with customers using a variety of medium (phone, email, on-site) in a professional and efficient manner held to the highest industry standards for responsiveness and services provided.
The TAM manages the Premium Support relationship and ensures that Skyhigh is and continues to be considered a key technology partner within the account. The TAM will work closely with the Field Sales Team to ensure that all Skyhigh products and services are deployed in a manageable and supportable way, and the customer gets the most out of their investment for the life of the contract. The TAM will work toward establishing excellent working relationship with other members of the Skyhigh Team that are active within his/her accounts. As the Skyhigh platform integrates with many aspects of the Internet and customer infrastructure, a thorough understanding of Internet and Networking protocols is required.
Responsibilities:
- Manage, escalate, and drive satisfactory resolution of customers' technical support, service and infrastructure issues based on Skyhigh products and technologies.
- Manage implementation and consulting projects, where you would be expected to plan, schedule and implement Skyhigh Shadow and Sanctioned IT solutions for customers or service providers.
- Expected to take support escalations from the region and help the Support team from time to time.
- Expected to be available to be on call when contacted by premium support customers for P0/P1 customer impacting issues during non-operational hours.
- Create and facilitate communication channel between the gold/platinum customer and the product management and engineering teams in Skyhigh
- Proactively update customers about cloud updates, upgrade and ensure necessary action to maintain availability and customer satisfaction.
- Provide on-site and virtual product training to Premium Support customers.
- Proactively develop and deliver notifications of new Skyhigh products and technologies to Premium Support customers .
- Proactively monitor reporting information and policy configurations of Skyhigh technologies at customer sites and make on-going recommendations
- Help develop and maintain best practices for implementing and supporting Skyhigh products in both internal and customer-facing Knowledge Bases
- Maintain intimate knowledge of all Skyhigh products and services
- Provide clear and constructive product feedback to Skyhigh Product Management based on customer requirements
Required Skills and Experience:
- 8+ years of progressive experience in Technical Support /post-sales in a high tech industry
- Experience in implementing/ supporting security solutions.
- Experience in the high-tech networking and information security industry.
- Committed desire to provide customer satisfaction
- Strong written and verbal communication skills
- In-depth understanding of enterprise networks and infrastructure.
- Strong Troubleshooting and customer management skills is a must.
- In-depth understanding of TCP/IP, including reading packet captures and general diagnostics is required.
- Understanding of Microsoft Active directory/SSO protocols and SAML 2.0 is required.
- Experience with setting up firewalls and proxies is highly desired.
- Understanding of cloud applications and multi-tenant architecture is desirable
- Practical understanding of Windows, Linux, FreeBSD is required.
- Practical understanding of Internet protocols: HTTPs/HTTP, SMTP, DNS, LDAP and FTP/Encryption and understanding of certificates/PKI is required.
- Basic Shell Scripting/Programming Experience (bash, Perl etc.) is an added advantage.
- Understanding of applications like Salesforce, O365, Servicenow is desirable
- Understanding of Various routing and switching architectures (Cisco, Juniper, etc.) is an added advantage.
Information security is the responsibility of everyone at Skyhigh Networks, as such Skyhigh Networks includes as part of all job descriptions user responsibilities for upholding and implementing Skyhigh Networks information security policies and controls. Maintaining the security of information, whether it belongs to Skyhigh Networks, its business partners, its customers, or its employees, is a primary business objective that requires the attention of all Skyhigh Networks employees. Your job will require that you receive information security training and you may be involved in other security programs and initiatives within Skyhigh Networks, as required by either customer, contract, regulatory or legal requirements.
Note to all recruitment agencies
Skyhigh Networks does not accept agency resumes without a signed agreement. Please do not forward resumes to our jobs alias, our employees, or any other company location. Skyhigh Networks is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with us.
At Skyhigh Networks, we value diversity and are proud to be an equal opportunity employer.
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