Technical Customer Success Manager

Insight Global; Ottawa; On-site; CAD 68,000 - 141,000; Full time

Job summary

Insight Global is seeking a Technical Customer Success Manager / Resident Engineer to provide onsite technical leadership for a large federal customer environment. You will be the primary technical contact, ensuring stability, performance and optimization of Dell infrastructure while driving positive customer outcomes.

The ideal candidate combines strong infrastructure expertise with exceptional stakeholder management and the ability to bridge technical and business conversations.

Qualifications

• Experience with Dell infrastructure products and enterprise environments.

Responsibilities

• Monitor health, performance and utilization of enterprise infrastructure.
• Perform preventive maintenance, firmware upgrades, diagnostics and health checks.
• Coordinate hardware lifecycle activities including replacements and expansions.
• Troubleshoot infrastructure issues and coordinate with vendor support teams.
• Assist with deployment, expansion, and integration of infrastructure solutions.
• Configure systems to maximize performance, reliability, and availability.
• Maintain records of configurations, deployments and changes.
• Provide regular operational reports and health assessments.
• Identify risks and opportunities for infrastructure optimization.
• Create runbooks and training materials for customers and teams.

Skills

Infrastructure monitoring

Troubleshooting

Stakeholder management

Technical documentation

Knowledge transfer

Strategic advisory

Customer advocacy

Tools

Dell Servers

PowerScale

ECS

Data Domain

PowerStore

Dell Networking

Job description

We are seeking a Technical Customer Success Manager / Resident Engineer to provide onsite technical leadership and customer advocacy for a large federal customer environment. This individual will serve as the primary technical point of contact, helping ensure the stability, performance, and optimization of critical Dell infrastructure while driving positive customer outcomes.

The ideal candidate combines strong infrastructure expertise with exceptional stakeholder management skills and the ability to bridge technical and business conversations.

Responsibilities

Infrastructure Monitoring & Support

• Monitor the health, performance, and utilization of enterprise infrastructure environments.
• Perform preventative maintenance, firmware upgrades, diagnostics, and system health checks.
• Support hardware lifecycle management activities, including replacements, upgrades, and expansions.
• Troubleshoot infrastructure issues and coordinate resolution with internal and vendor support teams.

Deployment & Configuration

• Assist with the deployment, expansion, and integration of infrastructure solutions.
• Configure and optimize systems to maximize performance, reliability, and availability.
• Support change management activities and ensure successful implementation of new technologies.
• Ensure seamless integration within existing customer environments.

Customer Success & Stakeholder Management

• Act as the primary liaison between the customer and support organizations.
• Track incidents and service requests to ensure timely resolution and customer satisfaction.
• Advocate for customer needs and drive alignment between business objectives and technology solutions.
• Build strong relationships with technical teams, leadership, and key stakeholders.

Documentation & Reporting

• Maintain detailed records of system configurations, deployments, and changes.
• Develop and deliver operational reports, health assessments, and status updates.
• Support audit readiness, compliance requirements, and documentation standards.
• Provide recommendations based on performance trends and operational insights.

Strategic Advisory

• Proactively identify risks, performance concerns, and opportunities for improvement.
• Recommend best practices for infrastructure optimization, scaling, and future growth.
• Participate in long-term planning discussions and roadmap initiatives.
• Conduct regular environment reviews and health checks.

Knowledge Transfer & Enablement

• Create technical documentation, runbooks, and operational procedures.
• Conduct workshops, presentations, and knowledge transfer sessions.
• Provide guidance and training on Dell technologies and best practices.
• Support customer adoption and ongoing operational excellence.

Preferred Technical Experience

Experience supporting one or more of the following technologies:

• Dell Servers
• PowerScale
• ECS
• Data Domain
• High Performance Computing (HPC)
• Dell Networking
• PowerStore
• Dell Client Solutions (Laptops/Desktops)
• Enterprise Storage and Infrastructure Platforms

Compensation:

$49/hr to $102/hr

Exact compensation may vary based on several factors, including skills, experience, and education.

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.

Vacancy: This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position.