Technical Account Manager

COREL•Birkirkara, MT

6h•Remote

About The Position

We’re looking for a experienced Technical Account Manager to help us change the way the world works, with Parallels [https://www.parallels.com/]: any time, anywhere, any-device productivity. The top creative and technical minds could work anywhere. So why are so many of them choosing Parallels? Here are three reasons: 1. This is the moment. It’s an exciting time at Parallels, with strong leadership, a refreshed brand, and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us. 2. We want you  to be you. Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got. 3. It’s your world. We know you have a life. We want to be part of it, but not all of it. At Parallels, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way. Sound good so far? Awesome. Let’s talk more about the Technical Account Manager role and see if we’re destined to be together.

Requirements

Bachelor’s degree in Computer Scienceor related subject
Deep understanding of Remote Display Protocols (RDP/ RemoteFX, ICA/ HDX, PCoIP)
Deep knowledge and experience with Microsoft Remote Desktop Services - TS/ RDSH/ Application/Desktop and VDI Publishing.
Technical understanding of Citrix XenApp 5.x/6.x/7.x and/or VMware View/ Horizon 5.x/6.x/7.x solutions.
Working knowledge and understanding of IT infrastructure solutions relating to Systems, Network and Security
Experience in cloud computing platforms mainly in Microsoft Azure and Amazon AWS
Working knowledge of mobile applications
Strong writing skills with ability to create technical documentation.
Strong presentation, communication and training skills.
At least 5 years’ experience in IT Engineer role.
At least 3 years’ experience in implementing and/or administering applications and desktops virtualization systems.
At least 2 years’ experience in cloud-based computing

Nice To Haves

MCSE: Desktop Infrastructure or MCSE: Enterprise Devices and Apps
Citrix CCEE or CCA-V or CCP-V (preferred)
VMware VCDX-DT or VCP6-DTM or VCIX6-DTM (preferred)
Ideally experience with Mac OS X and iOS and mobile device management
Ideally experience with Microsoft System Center Configuration Manager/ active directory
System Administration skills in enterprise organization.
Working knowledge of IT Operations and Infrastructure, issues and concerns.
Experience in publishing VDI/Desktop/Applications to multiple mobile device platforms.
Working knowledge of virtualisation requirements.

Responsibilities

Lead hands-on implementation and onboarding of Parallels RAS, acting as the technical owner throughout the customer onboarding journey.
Architect and align deployments with customer infrastructure, including networking, security, identity, and virtualization environments, in collaboration with internal stakeholders.
Design and execute detailed technical delivery plans, including system configuration, upgrades, patching, and post-deployment validation.
Deploy and configure new solutions ensuring system stability, performance, and service availability.
Build and maintain detailed technical documentation for implementations, including system architectures and configurations
Collaborate closely with Customer Success,Sales,  andEngineering teams to ensure technically sound and seamless delivery outcomes.
Provide technical leadership and guidance, acting as the subject matter expert while Customer Success focuses on relationship management and commercial outcomes.
Proactively engage with Premier Customers and Partners on technical matters, providing advisory on architecture, performance, and operational best practices.
Own all reported issues and service requests for assigned Premier Support customers, driving them to resolution within agreed SLAs and contractual KPIs.
Own and drive end-to-end resolution of complex technical incidents and service requests, ensuring SLA and KPI adherence.
Act as the technical escalation point for critical issues, performing deep troubleshooting and coordinating with engineering teams for resolution.
Conduct detailed post-incident reviews and Root Cause Analyses (RCAs), identifying systemic issues and preventative measures.
Deliver proactive technical services including environment health checks, risk assessments, and performance optimization.
Provide expert guidance on secure, scalable, and high-performing system design and operations.
Plan and support upgrade strategies and patch management aligned with product roadmap and infrastructure dependencies.
Ensure customer technical readiness for maintenance, upgrades, and ongoing operational activities.
Represent customer technical requirements and challenges to engineering and product teams, contributing to prioritization of feature requests, bug fixes, and enhancements.
Maintain accurate, detailed technical records and contribute to knowledge sharing (KCS, internal wiki, SharePoint).
Design and deliver in-depth technical training for customers, partners, and internal teams.