Senior Technical Account Lead – Media Solutions

Affinity Migration Group Pty

Greater Shepparton

On-site

AUD 90,000 - 130,000

Full time

13 days ago

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Job summary

Dalet Digital Media Systems seeks a Lead Technical Account Manager to drive technical leadership for APAC as deputy to the Customer Success team. You will coordinate cross-functional efforts, ensuring quality audits, maintenance plans, and strong client relations across media workflows.

With 7+ years in leadership of multimedia software support, you will guide on-site troubleshooting, cloud implementations, and integration projects while mentoring staff and supporting presales activities.

Qualifications

Bachelor’s Degree in Computer Science, Computer Engineering, Electronics & Communications Engineering, information systems, or a related field
At least 7 years of leadership and management experience in support operations for multimedia software solutions
Technical expertise across hardware, software, operating and security systems
Strong verbal and written communication for non-technical stakeholders
Proficient in cloud platforms (AWS, Google Cloud, Azure), Linux, Agile, Ansible, Terraform
Experience with media production software (AVID, Adobe, Pro Tools)
Knowledge of Linux/Windows/MacOS operating systems
Certifications in networking/IT security (CCNA/CCNP/CompTIA Network+ or similar)

Responsibilities

Develop, schedule, and conduct audits, and create maintenance plans and health checks
Maintain up-to-date helpdesk data and align with customer tracking systems
Escalate critical issues to relevant teams to meet SLAs and compliance standards
Implement corrective actions to fulfill service levels and resolve issues
Coordinate between customers and internal teams to ensure alignment and clear communication
Serve as primary contact for customers under support contracts and manage escalations
Provide technical support leadership on managed contracts
Coordinate on-site technical work including troubleshooting and testing
Coach and mentor junior engineers and contribute to their progress
Deliver technical expertise to presales for demos, architecture, licenses, etc.
Engage in full issue resolution using knowledge bases, CRM, and instructions from Dalet
Provide support across product platforms and perform upgrades within protocols
Assess organizational system architecture and advise on hardware/software strategies
Develop and update technical documentation and manuals
Produce technical reports and maintain asset management systems