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 log incoming customer support inquiries via calls and emails in accordance with established SLAs.

• Take ownership of support cases from start to finish, including communication with customers, providing status updates, and ensuring timely resolutions.

• Manage the severity of issues and handle customer escalations effectively.

• Conduct technical research, perform root cause analysis, and reproduce issues as necessary.

• Validate defect fixes and confirm resolutions with customers.

• Escalate unresolved matters or confirmed defects to Support and Product Managers.

• Collaborate with Level 3 Support and other internal teams as needed.

• Offer reporting and insights on support activities to drive product improvements.

• Contribute innovative ideas to enhance support processes, tools, and infrastructure.

• Maintain a professional demeanor and a client-centered approach.

⛳️ Requirements

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

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

• Experience in supporting web applications and relational database management systems (RDBMS).

• Familiarity with Unix environments (AIX, Solaris, Oracle).

• MQSeries experience is desirable.

• Strong technical and analytical skills, including the ability to analyze log files, configuration files, and data inputs/outputs.

• Technical expertise with 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 clearly articulate technical concepts.

• Capability to manage multiple support cases simultaneously.

• Ability to prioritize tasks and work independently under pressure.

• Proficiency in the English language is required.

🏝️ Benefits

• Country-specific benefits.

• Accommodation or adjustment support during the hiring process.