Support Account Manager (Federal) - Remote

Overview

The Support Account Manager will ensure the success of Federal customers under the Premium Support program, acting as their single point of contact for technical support.

In Short

• Responsible for first, second, and third level support for Federal customers.
• Handle troubleshooting via phone communication and remote sessions.
• Track customer requests from ticket creation to resolution.
• Participate in key project meetings.
• Organize follow-up meetings with internal teams and customers.
• Understand customer environments and needs.
• Ensure implementations meet customer requirements.
• Conduct regular health checks on customer projects.
• Stay informed on customer projects.

Requirements

• At least 5 years of technical support experience.
• Experience in troubleshooting Linux server-side applications.
• Experience in virtualization and system/network administration.
• Basic understanding of Linux scripting.
• Experience with public cloud platforms, preferably AWS.
• Knowledge of Windows Operating Systems.
• Familiarity with APM tools like New Relic is a plus.
• Basic understanding of Kubernetes/containerization is a plus.
• Excellent written and verbal communication skills in English.
• Strong customer service orientation.

Benefits

• Flexible hours and unlimited vacation policy.
• Hybrid work model with structured onboarding.
• Free access to professional training platforms.
• Paid leave for birthing parents and caregivers.
• 401(k) plan with company matching contributions.
• Bonuses for referring successful hires.