Technical Account Manager
Location: Chantilly, VA
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.
