Senior Professional Services Specialist

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Fast-paced technical environment

Engagement with diverse customer IT/Op

Conferences and customer events

Continuous service improvement

Job summary

Ladders is seeking a Senior Professional Services Specialist to guide customers through technical engagements, improving performance and adoption in complex environments. You will act as a trusted partner to customer IT and Operations teams, coordinating with internal stakeholders to resolve issues and shape implementations.

The role blends technical account management, professional services, and advisory work, with opportunities to contribute to webinars, conferences, and service improvement

Qualifications

• 5+ years of experience with complex enterprise systems such as virtualized infrastructure and ERP platforms.
• Strong written and verbal English communication skills at upper-intermediate level or higher.
• Experience with AI productivity tools such as Copilot or Windsurf.
• Hands-on experience with VMware ESX, Microsoft Hyper-V, and Linux systems.
• Basic knowledge of SQL databases and Microsoft 365.
• Understanding of ITIL principles; certification is a plus.

Responsibilities

• Serve as the primary technical contact for customers, ensuring solution health and issue resolution.
• Deliver technical account management and professional services support, including pre-sales activities.
• Build and maintain relationships with customer IT and Operations teams.
• Analyze customer environments and recommend strategies for backup and disaster recovery.
• Advise on product capabilities, updates, and new releases.
• Coordinate resolution of complex technical issues with internal teams.
• Produce executive summaries and root cause analysis documentation.
• Gather customer requirements and recommend solutions and enhancements.
• Provide updates on support tickets and feature requests.
• Participate in webinars and industry conferences.
• Create detailed implementation and deployment plans.
• Lead deployment and optimization of solutions in various environments.
• Deliver technical training and documentation.
• Conduct audits to ensure solution performance and security.
• Identify opportunities for customer value and ROI.
• Maintain accurate documentation of customer interactions and deployments.

Skills

Complex enterprise systems

English communication

AI productivity tools

VMware ESX

Microsoft Hyper-V

Linux systems

SQL databases

Microsoft 365

ITIL knowledge

International travel

French Spanish Portuguese (plus)

Tools

VMware ESX

Microsoft Hyper-V

Linux

Job description

For our client, we are seeking a Senior Professional Services Specialist to join the team of a leader in the Information Technology space.

This role is focused on guiding customers through technical engagements that improve solution performance, reliability, and adoption in complex enterprise environments.

You will serve as a trusted technical partner to customer IT and Operations teams while coordinating with internal stakeholders to resolve issues, shape implementations, and support long-term success.

The position blends technical account management, professional services delivery, and customer-facing advisory work with opportunities to contribute to webinars, conferences, and continuous service improvement.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Serve as the primary technical contact for customers, ensuring solution health and issue resolution
• Deliver technical account management and professional services support, including pre-sales activities
• Build and maintain relationships with customer IT and Operations teams
• Analyze customer environments and recommend strategies for backup and disaster recovery
• Advise on product capabilities, updates, and new releases
• Coordinate resolution of complex technical issues with internal teams
• Produce executive summaries and root cause analysis documentation
• Gather customer requirements and recommend solutions and enhancements
• Provide updates on support tickets and feature requests
• Participate in webinars and industry conferences
• Create detailed implementation and deployment plans
• Lead deployment and optimization of solutions in various environments
• Deliver technical training and documentation
• Conduct audits to ensure solution performance and security
• Identify opportunities for customer value and ROI
• Maintain accurate documentation of customer interactions and deployments

Qualifications

• 5+ years of experience with complex enterprise systems such as virtualized infrastructure and ERP platforms
• Strong written and verbal English communication skills at upper-intermediate level or higher
• Experience with AI productivity tools such as Copilot or Windsurf
• Hands-on experience with VMware ESX, Microsoft Hyper-V, and Linux systems
• Basic knowledge of SQL databases and Microsoft 365
• Understanding of ITIL principles; certification is a plus
• Strong customer-facing communication and relationship-building skills
• Willingness to travel internationally up to 30%
• Fluency in French, Spanish, or Portuguese is a plus

Benefits

• Opportunity to work in a fast-paced technical environment
• Engagement with diverse customer IT and Operations teams
• Participation in industry conferences and customer events
• Access to continuous product and service improvement initiatives
• Potential for international travel, enhancing global exposure

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.