Technical Account Manager

Parallels Inc• NH, US, NH

3d•Remote

About The Position

We’re looking for an experienced Technical Account Manager to help us change the way the world works, with Parallels: any time, anywhere, any-device productivity. The top creative and technical minds could work anywhere. So why are so many of them choosing Parallels? 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. 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. 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.

Requirements

Degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
Hands-on experience with Microsoft Remote Desktop Services, VDI, and application and desktop publishing.
Experience with Citrix Virtual Apps and Desktops, Omnissa Horizon, Azure Virtual Desktop, or comparable platforms.
Working knowledge of enterprise systems, networking, security, virtualization, identity, and endpoint management.
Experience with Microsoft Azure and/or Amazon Web Services.
Experience delivering virtual applications and desktops across desktop and mobile platforms.
Strong technical writing, presentation, communication, and training skills.

Nice To Haves

Relevant current Microsoft, Citrix, or Omnissa certification.
Experience with Microsoft Intune, Microsoft Configuration Manager, Active Directory, and Microsoft Entra ID.
Experience supporting Windows, macOS, iOS, and Android environments.
Enterprise systems administration and IT operations experience.
Knowledge of VDI architecture, image management, user-profile management, performance, security, resilience, and monitoring.
Experience with PowerShell, Terraform, Azure CLI, or comparable automation tools.

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, and Engineering 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.