Technical Account Manager

Samsung South Africa; Johannesburg; On-site; ZAR 600,000 - 850,000; Full time

Job summary

A leading technology company is looking for a Technical Account Manager to act as a liaison between partners and HQ. The ideal candidate has expertise in mobile device software, particularly Samsung Knox solutions, and at least 5 years of experience in the telecommunications market. Strong analytical and communication skills are essential. This role involves resolving technical issues, conducting investigations, and providing insights to ensure the efficiency of the Knox Guard solution.

Qualifications

• 5-8 years’ experience in telecommunications or mobile device market.
• Direct experience with Samsung Knox solutions is an advantage.

Responsibilities

• Serve as primary technical point of contact for partners.
• Conduct technical investigations and resolve support tickets.
• Provide insights and reports to HQ about technical issues.

Skills

Technical support experience

Mobile device software expertise

Analytical skills

Problem-solving skills

Communication skills

Self-motivated

Education

Bachelor’s degree in Computer Science, IT, Engineering

Job description

Overview

Job title: Technical Account Manager

Job Location: Gauteng, Johannesburg

Deadline: October 11, 2025

Main Purpose of the Role

• We are seeking a highly skilled and commercially astute Technical Account Manager (Knox Gaurd) to serve as a critical liaison between Samsung Africa, our channel partners, and global Headquarters (HQ).
• The ideal candidate will be a technical expert in mobile device software and hardware integration, with a deep understanding of the Samsung Knox Guard solution.
• This role is responsible for supporting channel partners by investigating and resolving technical issues, analysing commercial risk, and providing valuable market insights to our core technical teams.
• It is imperative that this candidate has exceptional communication skills, with the ability to translate complex technical information into clear, concise business insights for both technical and non-technical audiences.

Main Responsibilities

• Serve as the primary technical point of contact for channel partners utilising the Samsung Knox Guard solution.
• Act as a critical bridge between local market issues and the global technical teams at Samsung HQ.
• Receive, analyse, and prioritize support tickets related to Knox Guard breaches, technical failures, and API integration issues.
• Conduct in-depth technical investigations, including the analysis of mobile phone log files, to diagnose the root cause of issues.
• Make informed judgments on ticket escalation, determining whether to resolve issues locally with the channel partner or escalate to HQ.
• Provide detailed reports and actionable insights to HQ, outlining the technical nature of the issue, the associated commercial risk to the channel, and the level of urgency.
• Ongoing product roadmap maintenance to ensure visibility on any changes, additions or technical enhancements.
• Maintain a comprehensive understanding of Knox Guard and broader Knox Solution Suite, its features, and its integration with mobile device hardware.
• Collaborate with sales, engineering, and product teams to ensure the stability and effectiveness of the Knox Guard solution in the African market.
• Provide proactive technical guidance and support to channel partners to prevent future issues.
• Provide proactive technical guidance and implementation recommendations to channel partners.
• Take co-responsibility for preparing, collating and distributing a monthly channel and service provider technical bulletin that covers product development features, key issues identified in other market environments, best practice cases and industry relevant insights.
• Delivery of quarterly business reviews, both internally and with external partners.
• Ongoing competitive analysis (competing platforms).
• Maintain visibility of projects related to Knox Guard solutions being integrated or utilised within the customer base to enhance commercial competitiveness for Samsung.

Additional Skills and Expertise

• Proven experience in a technical support, engineering, or solutions role, preferably within the mobile or telecommunications industry.
• Demonstrable expertise in mobile device software, including deep knowledge of the Android operating system and its interaction with hardware.
• Strong analytical and problem-solving skills, with the ability to analyse complex technical log files and data.
• High commercial acumen, with a clear understanding of business operations and the commercial risks associated with technical failures.
• Exceptional communication skills, with the ability to translate complex technical information into clear, concise business insights for both technical and non-technical audiences.
• Self-motivated and proactive, with a strong sense of urgency and the ability to work independently.
• Experience with enterprise mobility solutions, mobile device management (MDM), or device security is highly desirable.

Qualifications and Experience

• Matric
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 5- 8 years’ experience of the African telecommunications or mobile device market.
• Direct experience with Samsung Knox solutions, particularly Knox Guard is an advantage.
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