Full-Time Senior Technical Account Manager

We are seeking a strategic and customer-focused Senior Technical Account Manager (TAM) with a strong foundation in enterprise IT systems to join our team.

This role is primarily responsible for serving as the technical liaison and trusted advisor to high-value clients, while providing hands-on support across Citrix, virtualization, storage, and networking for a select few customers.

The ideal candidate will have a good understanding of enterprise IT infrastructure, a strong customer orientation, and a willingness to roll up their sleeves when necessary.

1. Key Responsibilities (Technical Account Manager - Primary Focus)
2. Customer Engagement & Advocacy
• Act as the primary technical escalation point for assigned customers, fostering long-term strategic relationships.
• Understand each client's business goals and technical environment to proactively guide and align IT solutions to their needs.
• Review system health reports, performance metrics, and KPIs to provide insights and strategic recommendations.

1. Service Delivery & Communication
• Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
• Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
• Identify patterns in incidents and outages, propose improvements, and drive long-term operational excellence.

1. ITIL-Based Process Oversight
• Support event, incident, problem, and change management efforts for key customers using ITIL best practices.
• Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.

1. Senior Systems Engineer (Secondary Focus)
2. Infrastructure and Virtualization
• Maintain and support VMware-based environments, including upgrades and performance tuning.
• Work with Cisco UCS and enterprise storage systems (e.g., Pure Storage) to ensure high availability and interoperability.

1. Citrix Engineering Support
• Support Citrix solutions such as Citrix Cloud, Citrix DaaS, XenApp, XenDesktop, and Citrix ADC (NetScaler).
• Troubleshoot and optimize Citrix policies, session hosts, delivery groups, and hybrid/cloud integrations.

1. Networking & Optimization
• Perform advanced troubleshooting across networking components relevant to Citrix and application delivery.
• Assist with configuration of Citrix SD-WAN and network optimization strategies as needed.

1. Escalation and Mentorship
• Serve as a senior escalation point for technical issues, guiding junior staff and supporting continuous improvement initiatives.

Skills, Knowledge & Expertise

• Experience working with VMware, Cisco UCS, and enterprise storage solutions with troubleshooting and support.
• Experience with Citrix platforms: Citrix Cloud, DaaS, XenApp/XenDesktop, NetScaler, WEM, SD-WAN.
• Familiarity with enterprise networking, load balancing, and firewall concepts.
• Proven success in a Technical Account Manager or customer-facing engineering role.
• Solid grasp of ITIL processes with the ability to lead incident, change, and problem management for enterprise clients.
• Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.
• Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
• Strong presentation and documentation abilities.
• Highly self-motivated, organized, and comfortable working both independently and collaboratively.

Preferred Qualifications

• Certifications like Citrix Certified Professional/Expert (CCP/CCE), VMware Certified Professional (VCP), Cisco UCS, or Pure Storage certifications.
• Understanding of hybrid and multi-cloud environments.
• Scripting/automation familiarity (e.g., PowerShell, Citrix SDKs, Ansible).

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