Technical Account Manager

REDLattice, Inc.; Chantilly (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

REDLattice, Inc. in Northern Virginia seeks a Technical Account Manager to support government customers by maintaining customer-deployed infrastructure, delivering advanced technical support, and ensuring mission-critical systems operate reliably.

You will troubleshoot Linux servers, network services, VPNs, and security solutions while coordinating with Product, Engineering, Infrastructure, and Operations teams to resolve complex issues and improve the customer experience.

Qualifications

• Minimum of two years in technical support or related field.
• Strong experience with Linux/Unix operating systems.
• Experience troubleshooting complex systems and analyzing logs.
• Understanding of networking concepts, VPNs, firewalls, and modern infrastructure.
• Experience supporting enterprise applications and customer-facing environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication; ability to work across teams and time zones.
• Ability to work flexible/non-standard hours as required by customer operations.

Responsibilities

• Serve as the primary technical point of contact for customer support escalations and ongoing issues.
• Own customer issues from escalation through resolution with timely communication.
• Investigate and troubleshoot complex issues across customer environments and deployed systems.
• Analyze logs, system behavior, and infrastructure performance to identify root causes and solutions.
• Maintain proactive communication with customers throughout the resolution lifecycle.
• Document activities, troubleshooting efforts, and resolutions within CRM/ticketing systems.
• Escalate complex issues to Engineering, Product, or Infrastructure teams as appropriate.
• Collaborate with Account Managers to ensure coordinated customer communication and outcomes.
• Provide remote and on-site technical support to end users and customer organizations.
• Implement security policies and best practices across endpoints and servers.
• Contribute to internal documentation and knowledge base improvements.

Skills

Linux/Unix

Networking concepts

Troubleshooting

Customer-facing communication

Cross-team collaboration

Time zone coordination

Security mindset

Tools

Kubernetes

Docker

Cloud platforms

SQL

NoSQL

Job description

At REDLattice, we are a global leader in delivering cutting-edge technical cybersecurity products and services. We are driven by mission-critical and innovative work that directly contributes to protecting our nation’s and strategic partners’ most vital infrastructure. Our teams lead advanced vulnerability analysis and develop tailored cyber solutions to meet the demands of rapidly evolving mission space. With offices in Northern Virginia, Melbourne, Florida, Tel Aviv, Israel, and other strategic locations, REDLattice is growing rapidly to meet the evolving needs of our customers.

REDLattice is seeking a skilled Technical Account Manager to support our government customers by maintaining customer-deployed infrastructure, providing advanced technical support, and ensuring the successful operation of mission-critical systems. This role combines hands-on technical troubleshooting with direct customer engagement, serving as a trusted technical resource while coordinating with Product, Engineering, Infrastructure, and Operations teams to resolve complex issues.

Successful candidates will work directly with customer environments, including Linux servers, network services, VPNs, security solutions, monitoring platforms, and other enterprise technologies while solving challenging technical problems in a fast-paced mission environment.

Responsibilities:

• Serve as a primary technical point of contact for customer support escalations and ongoing operational issues.
• Own customer issues from escalation through resolution, ensuring timely communication and follow-through.
• Investigate and troubleshoot complex technical issues across customer environments and deployed systems.
• Analyze logs, system behavior, and infrastructure performance to identify root causes and implement solutions.
• Maintain clear and proactive communication with customers throughout the issue resolution lifecycle.
• Document support activities, troubleshooting efforts, and resolutions within CRM and ticketing systems.
• Escalate complex issues to Engineering, Product, or Infrastructure teams as appropriate.
• Work closely with Account Managers to ensure coordinated customer communication and successful outcomes.
• Support customer-deployed Linux servers, network services, VPNs, security solutions, monitoring platforms, and related infrastructure.
• Install and maintain hardware, software, operating systems, patches, and system updates.
• Provide remote and on-site technical support to end users and customer organizations.
• Implement security policies and best practices across endpoints and server environments.
• Contribute to internal documentation, troubleshooting guides, and knowledge base improvements.
• Support global customers as part of a follow-the-sun support model.
• Collaborate closely with Infrastructure, Product, R&D, and Operations teams to resolve technical challenges and improve customer experience.

Required Qualifications:

• Minimum of two (2) years of experience in technical support, customer support engineering, technical account management, systems administration, or a related field.
• Strong experience with Linux/Unix operating systems.
• Experience troubleshooting complex systems and analyzing application, server, and infrastructure logs.
• Understanding of networking concepts, network services, VPNs, firewalls, and modern infrastructure environments.
• Experience supporting enterprise applications and customer-facing technical environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively across multiple teams and time zones.
• Ability to work flexible and non-standard hours as required by customer operations.

Preferred Qualifications:

• Experience with Kubernetes, Docker, or cloud-based environments.
• Experience working directly with enterprise customers in a support or account management capacity.
• Background in cybersecurity, network security, or enterprise software solutions.
• Familiarity with SQL and NoSQL databases and query troubleshooting.
• Experience supporting mission-critical or high-availability environments.
• Prior experience supporting government, defense, or intelligence community customers.
• Deep understanding of IP and cellular networks and experience supporting scalable distributed systems.
• Familiarity with troubleshooting electronic communications components and digital network systems.
• Active security clearance.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and innovative work culture.

Why Join REDLattice?

• Work on mission-driven technology at the cutting edge of cybersecurity and national defense.
• Join a passionate, elite team of innovators and problem-solvers.
• Competitive compensation and comprehensive benefits.
• Opportunities for career growth and leadership development.
• Be part of a culture that values innovation, collaboration, and continuous learning.

Equal Employment Opportunity Statement

REDLattice is an equal-opportunity employer. We welcome applicants from all backgrounds and do not discriminate on the basis of race, color, religion, gender, age, national origin, veteran status, disability, or any other protected status.

Join us at REDLattice and help shape the future of cyber innovation and national security.