Technical Support Account Manager – Opportunity for Working Remotely

VMware Carbon Black is looking for a Technical Support Account Manager (TSAM) who is committed to customer success for our Platinum customers.

 You are comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa.

This is an excellent opportunity to join a dynamic and fun Technical Support team.

This is a proactive role that works closely with the Account Manager/Customer Success team as part of the VMware Carbon Black Account Team.  You thrive on jumping into highly escalated issues and working to reach a solution with the Customer and internal teams. Job Role and Responsibilities:This is a great opportunity for someone with a passion for customer success and a background supporting endpoint security products who wants to add more value through customer engagement at a broader level to provide a superior customer experience.  Required Skills:Provide exceptional customer support to requests for technical support from assigned strategic accounts with Platinum level support Communicates effectively at both the executive and technical level to ensure consistent messaging and appropriate escalationProactively review the customer dashboard and address any open issues Deep understanding of the customers environment and configuration Aware of customer migration plansComplete upgrade preparedness of the customer’s systemContribute to feedback to PM/Development on product improvements to enhance supportability based on customer experience  Preferred Skills:5+ years of technical support experienceExpert level deep dive troubleshooting Excellent organizational and project management skills Strong communication (verbal and written) and customer handling skillsSolid understanding of IT security strategiesExperience in the enterprise security spaceFamiliarity with software distribution, patch management, and anti-viral technologiesExcellent analysis and debugging skillBonus Points:Programming experienceOSX or Linux platform experience with supporting technologies/productsOperational experience with SQL technologiesCategory : Client SupportSubcategory: Technical SupportExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2021-03-26VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet.

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