Technical Account Manager

Jobtailor; Delhi; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Jobtailor is seeking a customer support engineer in Delhi to work closely with engineering, sales, and production teams to support key customers. You will introduce service programs, follow up on operations, and drive resolutions with cross-functional teams.

The role requires 5+ years in engineering/IT, strong troubleshooting, and English fluency. Travel up to 25% and lifting up to 40 lbs are part of the job.

Qualifications

• Bachelor's degree in engineering or technical field is required.
• 5+ years of experience in engineering/IT.
• Strong background working with x86 based products.
• Fluent in English.
• Excellent troubleshooting and problem solving skills.
• Familiarity with Linux and Virtualization is a plus.

Responsibilities

• Support customers with engineering teams and internal/external organizations.
• Introduce service programs and perform operations reviews as needed.
• Resolve issues escalated by help desk and field engineers.
• Escalations are driven with engineering teams to resolution.
• Monitor accounts to ensure service cases are followed up.
• Gather and compile technical support documentation for training.
• Manage escalations from customers and direct them appropriately.
• Visit customers to understand requirements and present service solutions.
• Plan and coordinate onsite integration activities.

Skills

English fluency

Troubleshooting

Problem solving

Customer management

Education

Bachelor's degree in engineering or technical field

Tools

Linux

Virtualization

Job description

Responsibilities

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers.
• Introduce service programs to the customers and periodically (or on demand) follow up with the customers for operations review, etc.
• Solve issues/challenges escalated by help desk and field engineers and if the issue requires further escalations work with various engineering teams and drive to the resolution.
• Monitor the assigned accounts to make sure that service cases do not fall into gaps and are followed up timely. This position will manage primarily 1 very large customer, so significant experience is required.
• Gather and compile technical support documentations for training help desk and field engineers.
• Manage various escalations from the customers and direct them appropriately.
• Visit customers to understand customer’s requirements and present service solutions (often accompanied by sales).
• Plan and coordinate onsite integration activities.
• Ability to lift up to 40 lbs. and ability to utilize a 'buddy system' for products weighing more than 50 lbs.
• Travel is required (up to 25%).

Requirements

• Bachelor's degree in engineering or other technical field.
• 5+ years of experience in engineering/IT industry.
• Strong background working with x86 based line of products.
• Must be punctual and detail-oriented. Fluent in English.
• Excellent troubleshooting and problem solving skills.
• Familiarity with Linux and Virtualization is a plus.

Core Competencies

Demonstrates strong technical support and customer management capabilities, with a focus on troubleshooting, problem-solving, and effective communication. Proven experience in managing large accounts and coordinating service solutions in collaboration with engineering and sales teams.