Senior Technical Account Manager, Media Solutions

Affinity Migration Group Pty; Warrnambool; On-site; AUD 97,000 - 119,000; Full time

Job summary

Dalet Digital Media Systems is seeking a Lead Technical Account Manager to join our APAC team. You will work across enterprise clients, coordinating between Customer Success, R&D, and product management to ensure service excellence.

You will lead audits, oversee ticketing and SLAs, and conduct on-site troubleshooting for complex media workflows. Strong technical and communication skills are essential.

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
• Proficiency with AWS, Google Cloud, Azure; Linux; Agile; configuration tools like Ansible, Terraform; MS Office

Responsibilities

• Develop, schedule, and conduct quality audit inspections and preventative maintenance
• Maintain helpdesk data and tickets in sync with customer tracking systems
• Escalate critical issues to R&D, Product Management & Top Management as needed
• Interface between customers and internal teams to ensure alignment and clear communication
• Provide technical support leadership on managed contracts and on-site troubleshooting
• Coach and mentor junior engineers and support teams
• Deliver technical expertise to presales for demos, architecture, licenses
• Analyze issues using knowledge base, CRM, and procedures; install and troubleshoot systems
• Develop and maintain technical documentation and reports
• Manage maintenance inventory and asset configurations

Skills

Leadership experience

Communication skills

Media workflows

On-site troubleshooting

Team mentoring

Adaptability to new tech

Problem-solving

Education

Bachelor’s Degree in CS/CE/EE/IS

Tools

AWS

Google Cloud

Azure

Ansible

Terraform

AVID Media Composer

Pro Tools

Job description

Dalet Digital Media Systems is seeking a Lead Technical Account Manager to join our APAC team. You will work across enterprise clients, coordinating between Customer Success, R&D, and product management to ensure service excellence.

You will lead audits, oversee ticketing and SLAs, and conduct on-site troubleshooting for complex media workflows. Strong technical and communication skills are essential.