Technical Account Manager, Software Support

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

📋 Description

• Investigate, analyze, troubleshoot, and replicate intricate technical issues reported by clients.

• Respond to and document incoming customer support inquiries via calls and emails in alignment with SLAs.

• Take ownership of support cases from start to finish, including client communication, status updates, and timely resolution.

• Manage issue severity and address customer escalations effectively.

• Conduct technical research, root cause analysis, and issue replication.

• Validate defect resolutions and confirm fixes with clients.

• Escalate unresolved issues and confirmed defects to Support and Product Managers.

• Collaborate with Level 3 Support and other internal teams.

• Provide reports and insights on support activities to inform product improvement initiatives.

• Share ideas for enhancing support processes, tools, and infrastructure.

• Maintain professionalism and a client-centered approach.

⛳️ Requirements

• A university degree in Computer Science or a related field.

• Experience in Application Support, Customer Service, or software development/implementation services.

• Familiarity with supporting web applications and relational database management systems (RDBMS).

• Experience working in Unix environments (AIX, Solaris, Oracle); MQSeries experience is advantageous.

• Capability to analyze log files, configuration files, and data inputs/outputs.

• Technical expertise in programming or scripting languages, SQL queries, JSON, XML, and CSV.

• Knowledge of relational databases, including Oracle and Microsoft SQL Server.

• Understanding of primary keys, foreign keys, unique constraints, and data types.

• Familiarity with web application architecture, client/server concepts, deployments, sessions, requests/responses, cookies, HTTP GET/POST methods, HTML, CSS, JavaScript, and database connectivity.

• Proficiency in Microsoft Office tools.

• Demonstrated problem-solving abilities with a proactive and detail-oriented mindset.

• Excellent communication skills with the ability to articulate technical concepts clearly.

• Ability to manage multiple support cases concurrently.

• Capacity to prioritize tasks and work independently under pressure.

• Proficiency in the English language is required.

🏝️ Benefits

• Country-specific benefits.

• Fair and accessible hiring process accommodations.