Sr. Technical Account Manager
About The Position
The Senior Technical Account Manager is responsible for post-sales management of assigned global service customer accounts and serves as the main escalation point for service customers. The role works closely with engineering, sales, and internal and external organizations to support customers, and combines technical aptitude with strong interpersonal skills. This position will primarily manage one very large OEM customer. The TAM provides technical consultations and guidance, optimizes solutions, connects customers with Supermicro subject matter experts, and helps ensure product performance and business continuity. Responsibilities may also include recurring service check-ins, serving as the single point of contact during technical crises, annual system health checks, and quarterly business reviews. The role requires customer visits and travel of up to 25%.
Requirements
- 8+ years of experience in the engineering or IT industry.
- Strong background working with x86-based server products.
- Fluent in English.
- Excellent professional oral and written communication and interpersonal skills.
- Excellent troubleshooting and problem-solving skills.
- Ability to work efficiently under pressure on urgent, unexpected escalations.
- Punctuality and attention to detail.
- Ability to lift up to 40 lbs.; use a buddy system for products weighing more than 50 lbs.
- Ability to travel up to 25%.
Nice To Haves
- Bachelor's degree in engineering or another technical field preferred.
- Familiarity with Linux and GPU server hardware.
Responsibilities
- Work with engineering, sales, Parts, logistics, RMA, production, and other internal and external organizations to support assigned customers.
- Introduce service programs to customers and follow up periodically or on demand for operations reviews.
- Resolve issues escalated by the help desk and field engineers; engage engineering teams as needed and drive issues to resolution.
- Monitor assigned accounts to ensure service cases are followed up promptly and do not fall through gaps.
- Compile technical support documentation to train help desk and field engineers as needed.
- Manage customer escalations and direct them appropriately to support high customer satisfaction.
- Visit customer locations to understand requirements and present service solutions, often with sales.
- Provide technical consultations, solution optimization, technical guidance, and coordination with Supermicro subject matter experts.
- Support product performance and business continuity planning.
- Conduct recurring service check-ins, annual system health checks, and quarterly business reviews.
- Serve as the single point of contact during technical crises.
Benefits
- Comprehensive benefits package.
- Potential eligibility for participation in bonus and equity award programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
