Technical Account Manager – Govt Infra & Linux

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

Benefits offered by this job

Competitive salary

Benefits package

Professional growth opportunities

Collaborative culture

Job summary

REDLattice is seeking a skilled Technical Account Manager to support government customers by maintaining customer-deployed infrastructure, providing advanced technical support, and ensuring mission-critical systems operate reliably.

You will troubleshoot complex issues across Linux-based environments, analyze logs, and coordinate with Product, Engineering, and Operations teams. Remote and on-site support will be provided to diverse customer environments.

Qualifications

• Two+ years in technical support, customer support engineering, technical account management, systems administration, or related fields.
• Strong experience with Linux/Unix operating systems.
• Experience troubleshooting complex systems and analyzing logs from applications, servers, and infrastructure.
• Understanding of networking concepts, 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 across multiple teams and time zones.
• Ability to work flexible/non-standard hours as required by customer operations.

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 with Infrastructure, Product, R&D, and Operations teams to resolve technical challenges and improve customer experience.

Skills

Linux/Unix

Networking concepts

Customer support engineering

Technical account management

Cross-functional collaboration

Time-zone coordination

Security concepts

Tools

Kubernetes

Docker

Job description

REDLattice is seeking a skilled Technical Account Manager to support government customers by maintaining customer-deployed infrastructure, providing advanced technical support, and ensuring mission-critical systems operate reliably.

You will troubleshoot complex issues across Linux-based environments, analyze logs, and coordinate with Product, Engineering, and Operations teams. Remote and on-site support will be provided to diverse customer environments.