Technical Account Manager (TAM)

SugarShot

2d•Remote

About The Position

SugarShot is seeking a Technical Account Manager (TAM) with strong systems administration experience to serve as the technical advisor and operational bridge for an assigned client portfolio. The TAM partners closely with Client Success, Service Delivery, Security, and Engineering teams to ensure the effective execution of IT operations, technical alignment, and ongoing optimization of client environments. This role is responsible for translating technical needs into actionable plans, maintaining environment health, and supporting clients through infrastructure, security, and compliance requirements. The ideal candidate brings hands-on systems experience, strong technical troubleshooting capability, and the ability to communicate effectively with both technical teams and business stakeholders. They are comfortable owning technical outcomes, identifying risk, and driving continuous improvement across client environments.

Requirements

4–8+ years of experience in Systems Administration, Technical Account Management, or similar roles within managed services or IT environments
Strong hands-on experience with both macOS and Windows environments
Solid understanding of IT infrastructure, including endpoints, networking, cloud platforms (Microsoft 365/Azure), and identity management
Experience supporting or working within compliance-driven environments (SOC 2, HIPAA, PCI, or similar)
Proven ability to troubleshoot complex technical issues and support escalations
Experience with endpoint management tools (e.g., Intune, Addigy, or similar)
Strong communication skills with the ability to engage both technical and non-technical stakeholders
High level of ownership, accountability, and attention to detail
Comfortable operating in fast-paced, growth-oriented environments
Bachelor’s degree preferred or equivalent professional experience

Responsibilities

Act as the primary technical advisor for assigned clients
Maintain a deep understanding of client environments, including infrastructure, endpoints, cloud platforms, and security tooling
Perform regular environment reviews to identify risks, gaps, and optimization opportunities
Ensure systems are aligned to best practices across performance, security, and scalability
Provide hands-on support for complex issues and escalations when needed
Support endpoint management across both macOS and Windows environments
Assist with system configuration, patching, upgrades, and lifecycle management
Partner with Service Desk and Engineering teams to ensure consistent and effective resolution of technical issues
Support client environments in alignment with security frameworks and compliance requirements (SOC 2, HIPAA, PCI, etc.)
Identify and remediate security risks across endpoints, identity, and infrastructure
Assist with implementation and ongoing management of security tools and controls
Partner with internal and external stakeholders during audits and compliance reviews
Support the planning and execution of technical projects, migrations, upgrades, and new deployments
Collaborate with Project Managers and Engineers to ensure successful delivery
Validate technical outcomes and ensure alignment with client expectations and standards
Participate in client meetings alongside CSMs to provide technical insight and guidance
Translate technical concepts into clear, actionable communication for non-technical stakeholders
Build trust with client IT contacts and serve as a reliable technical partner
Monitor environment health, ticket trends, and recurring issues to drive proactive improvements
Ensure documentation is accurate and up to date across systems and environments
Escalate risks and issues appropriately while maintaining clear communication