Senior Technical Account Manager — Post-Sales & Escalations

Support Revolution; San Jose (CA); On-site; USD 105,000 - 140,000; Full time

Job summary

Supermicro is seeking a Sr. Service Technical Account Manager to manage post-sales support for global service customers. The TAM will serve as the main escalation point of contact and will collaborate with engineering, sales, and various internal and external teams to support customers.

The role requires strong technical aptitude with server products and excellent interpersonal skills. Travel up to 25% is required, and the position is based in San Jose, California.

Qualifications

• Bachelor's degree in engineering or other technical field preferred.
• 8+ 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 communication and interpersonal skills.
• Excellent troubleshooting and problem solving skills.
• Ability to work efficiently under pressure as many escalated issues tend to be urgent and unexpected.
• Familiarity with Linux and Virtualization is a plus.

Responsibilities

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers.
• Introduce service program to the customers and periodically follow up with the customers for operations review, etc.
• Solve issues/escalations escalated by help desk and field engineers and drive to resolution with engineering teams.
• Monitor the assigned accounts to ensure service cases are followed up timely, managing primarily 1 very large customer.
• Gather and compile technical support documentation for training help desk and field engineers.
• Manage various escalations from customers and direct them appropriately.
• Visit customers to understand requirements and present service solutions (often with sales).
• Plan and coordinate onsite integration activities.

Skills

x86 products

Fluent English

Communication skills

Troubleshooting

Linux/Virtualization

Education

Bachelor's degree in engineering or technical field

Job description

Supermicro is seeking a Sr. Service Technical Account Manager to manage post-sales support for global service customers. The TAM will serve as the main escalation point of contact and will collaborate with engineering, sales, and various internal and external teams to support customers.

The role requires strong technical aptitude with server products and excellent interpersonal skills. Travel up to 25% is required, and the position is based in San Jose, California.