Technical Account Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Collection, analysis, and recommendations for changes regarding configuration information.

• Gathering and examining customer network data.

• Collection and analysis of packet trace data.

• Suggest actions based on analytical findings.

• Educate customers on networking gaps and product knowledge.

• Assist with installation and configuration tasks.

• Reproduce customer environments using lab equipment.

• Follow up on technical cases and manage expectations until resolution.

• Conduct weekly status conference calls with customers to update on open issues and projects.

• Perform quarterly site visits for managed accounts.

• Collaborate closely and offer direct technical support via email and phone to customers in the Americas Region (Canada, US, Central and South America).

• Develop documentation for best practice deployment and troubleshooting methodologies.

• Analyze support requests and fulfill requests for information and documentation.

• Exercise independent judgment in the selection of methods, techniques, and evaluation criteria to achieve results.

⛳️ Requirements

• At least five years of relevant professional experience, preferably in the networking industry.

• Strong knowledge of network security and routing.

• Experience with scripting and Windows server applications.

• Outstanding customer service skills and strong communication abilities.

• Proficient in MS Word, PowerPoint, and Excel.

• CCNA, CCNP, CCIE, and/or CISSP certifications are a plus.

• Willingness to travel is required.

🏝️ Benefits

• 100% company-funded medical, dental, and vision insurance.

• Health Spending Account.

• Personal Spending Account.

• Employee & Family Assistance Plan (EFAP).

• Critical illness and disability insurance.

• Life insurance coverage.

• Group Registered Retirement Savings Plan (RRSP) with company matching.

• Competitive Paid Time Off.

• Flexible leave policies.

• Paid health days.