Support Account Manager

As a Support Account Manager, you will be responsible for the Federal customers you are assigned to under the Premium Support program. You will ensure the success of the customers you handle in terms of technical support, and you will become their single point of contact for their region. You will be based in remote and will report to the Premium Support Manager.

You must have previous experience in L2 and L3 support, customer-facing consulting and should be equally comfortable working in a team as well as independently, be ready to learn, and be open to receiving feedback from your peers and management. You should have a high sense of ownership of the domain for which you are responsible. Job duties include but are not limited to providing first, second and third level of support for Premium Support customers located in your business area, direct handling of the troubleshooting phase, diligent tracking of every request coming from the customers and ensuring you have a thorough understanding of the customer’s environment, business and particular needs.