Support Account Manager (Federal)

Nexthink • Salt Lake City, UT

116d • Remote

About The Position

As a Support Account Manager, you will be responsible for the Federal customers you are assigned to under the Premium Support program. You will ensure the success of the customers you handle in terms of technical support, and you will become their single point of contact for their region. You will be based in remote and will report to the Premium Support Manager. You must have previous experience in L2 and L3 support, customer-facing consulting and should be equally comfortable working in a team as well as independently, be ready to learn, and be open to receiving feedback from your peers and management. You should have a high sense of ownership of the domain for which you are responsible.

Requirements

• At least 5 years of technical support experience
• Consolidated experience in troubleshooting Linux server-side applications
• Consolidated experience in virtualization and system and network administration
• Basic understanding of Linux scripting
• Experience with public cloud platforms (AWS preferable)
• Good knowledge of Windows Operating Systems
• Familiarity with New Relic or another APM a plus
• Basic understanding of Kubernetes/containerization concepts a plus
• Excellent written and verbal communication skills in English (other European languages are a plus)
• Very strong orientation towards customer service
• Curiosity and strong attention to details

Responsibilities

• First, second and third level of support for Premium Support customers located in your business area - up to 5 accounts.
• Direct handling of the troubleshooting phase, including phone communication and remote sessions with the customer.
• Diligent tracking of every request coming from the customers you manage, from ticket creation until its resolution.
• Be present in key meetings throughout the different phases of a project, including kick-off and go-live.
• Organize and take part in follow-up meetings with both the internal teams at Nexthink as well as the customer, in order to provide resolution to a customer issue.
• Ensure you have a thorough understanding of the customer's environment, business and particular needs.
• Ensure the implementation meets the requirements defined by the customer and perform regular health checks on it.
• Closely follow every project your customers are involved in to ensure you remain knowledgeable and informed.

Benefits

• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer)
• 11 company-paid holidays, and 3 extra days for volunteering
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration
• Free access to professional training platforms to explore your interests and enhance your skills
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers
• 401(k) plan featuring up to 4% company matching contributions, vesting immediately
• Bonuses for referring successful hires after three months of continuous employment

What This Job Offers

• Industry: Professional, Scientific, and Technical Services