Technical Account Manager (Boston, US)

Technical Account Manager (Boston, US)

Description

The role of the Technical Account Manager is to act as the embedded technical resource between Genetec and the customer. The main responsibilities of the Technical Account Manager are to provide best of class technical advisement either by email, phone or onsite at the client’s premises across all of Genetec’s product lines and provide proactive and operational maintenance of the deployed Genetec solution. The Technical Account Manager must maintain strong professional relations with the client and maintain in-depth knowledge of each client’s environments to provide professional and prompt technical assistance. The Technical Account Manager must have extensive knowledge of Genetec products and troubleshooting techniques as well as strong analytical, communication and organizational skills.

Responsibilities

  • Maintain a full architectural knowledge of the client’s deployed Genetec solution
  • Prioritize incoming customer cases and inquiries based on customer feedback
  • Provide proactive recommendations on product use, deployment, configuration and best practices based on the customer’s business requirements
  • Provide proactive and operational guidance on the optimization of the deployed Genetec solution
  • Provide skills transfer and operator engagement with the customer team
  • Ensure that all reported incidents are addressed according to Genetec’s SLA
  • Prioritize open cases and feature requests based on customer priorities
  • Provide guidance for customer system review (system health check or upgrade planning)
  • Conduct regular proactive system diagnostic of clients’ system and follow-up with suggested action or remediation items
  • Escalate client concerns and issues via the appropriate Genetec escalation points
  • Maintain the client’s Sharepoint 365 site with active issues log, announcements, deployed software links (Hotfixes, etc.) and technical documentation as required

Requirements

  • Bachelor’s degree in Computer Sciences, Computer Engineering, Electrical Engineering or equivalent experience
  • Fluent in English
  • Excellent written and verbal communication skills
  • Excellent knowledge of Genetec products with at least 1-year experience supporting Genetec products
  • Possess strong analytical and troubleshooting skills in both hardware and software
  • Able to multitask, work iteratively and adjust priorities of work
  • Able to travel internationally

Technical Requirements

  • Excellent knowledge of Windows 10, Server 2017
  • Excellent knowledge of networking principles and the IP protocol
  • Experience with PC configuration and troubleshooting on Windows operating system
  • Experience with networking equipment configuration and troubleshooting

Assets

  • Experience working with SQL databases
  • MCSE and/or CCNA certification
  • French is an asset
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