Technical Account ManagerWe're looking for a experienced Technical Account Manager to help us change the way the world works, with Parallels: any time, anywhere, any-device productivity.
Sound good so far? Awesome. Let's talk more about the Technical Account Manager role and see if we're destined to be together.
As a Technical Account Manager, you will:- Lead hands-on implementation and onboarding of Parallels RAS, acting as the technical owner throughout the customer onboarding journey.
- Architect and align deployments with customer infrastructure, including networking, security, identity, and virtualization environments, in collaboration with internal stakeholders.
- Design and execute detailed technical delivery plans, including system configuration, upgrades, patching, and post-deployment validation.
- Deploy and configure new solutions ensuring system stability, performance, and service availability.
- Build and maintain detailed technical documentation for implementations, including system architectures and configurations
- Collaborate closely with Customer Success, Sales, and Engineering teams to ensure technically sound and seamless delivery outcomes.
- Provide technical leadership and guidance, acting as the subject matter expert while Customer Success focuses on relationship management and commercial outcomes.
- Proactively engage with Premier Customers and Partners on technical matters, providing advisory on architecture, performance, and operational best practices.
- Own all reported issues and service requests for assigned Premier Support customers, driving them to resolution within agreed SLAs and contractual KPIs.
- Own and drive end-to-end resolution of complex technical incidents and service requests, ensuring SLA and KPI adherence.
- Act as the technical escalation point for critical issues, performing deep troubleshooting and coordinating with engineering teams for resolution.
- Conduct detailed post-incident reviews and Root Cause Analyses (RCAs), identifying systemic issues and preventative measures.
- Deliver proactive technical services including environment health checks, risk assessments, and performance optimization.
- Provide expert guidance on secure, scalable, and high-performing system design and operations.
- Plan and support upgrade strategies and patch management aligned with product roadmap and infrastructure dependencies.
- Ensure customer technical readiness for maintenance, upgrades, and ongoing operational activities.
- Represent customer technical requirements and challenges to engineering and product teams, contributing to prioritization of feature requests, bug fixes, and enhancements.
- Maintain accurate, detailed technical records and contribute to knowledge sharing (KCS, internal wiki, SharePoint).
- Design and deliver in-depth technical training for customers, partners, and internal teams.
What YOU bring to the team:- Degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
- Hands-on experience with Microsoft Remote Desktop Services, VDI, and application and desktop publishing.
- Experience with Citrix Virtual Apps and Desktops, Omnissa Horizon, Azure Virtual Desktop, or comparable platforms.
- Working knowledge of enterprise systems, networking, security, virtualization, identity, and endpoint management.
- Experience with Microsoft Azure and/or Amazon Web Services.
- Experience delivering virtual applications and desktops across desktop and mobile platforms.
- Strong technical writing, presentation, communication, and training skills.
Preferred Qualification and Experience - Relevant current Microsoft, Citrix, or Omnissa certification.
- Experience with Microsoft Intune, Microsoft Configuration Manager, Active Directory, and Microsoft Entra ID.
- Experience supporting Windows, macOS, iOS, and Android environments.
- Enterprise systems administration and IT operations experience.
- Knowledge of VDI architecture, image management, user-profile management, performance, security, resilience, and monitoring.
- Experience with PowerShell, Terraform, Azure CLI, or comparable automation tools.
US:- Parallels is an award-winning productivity solution that helps users leverage the best technology out there, whether it's Windows, Mac, Chrome OS, iOS, Android, or the cloud.
- We have millions of users and decades of innovation under our belts.
- We offer a fully remote, work-from-anywhere workspace - and we mean it. There is no pressure to work in an office whatsoever.
- Hours are flexible, too! You've worked hard to build your life, and we don't want you to give it up for work.
- Our team is growing fast, and there's a ton of energy and a lot of really smart, motivated, fun people ready to welcome you in.
What are you waiting for? Apply now! We can't wait to meet you.
(FYI, we're lucky to have a lot of interest and we so appreciate your application, though please note that we'll only contact you if you've been selected for an interview.)
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