Technical Relationship Manager (Hybrid - Bank of America)

IGEL Technology•,

9d•Hybrid

About The Position

The IGEL Technical Relationship Manager (TRM) establishes and maintains strategic relationships with enterprise customers, helping them adopt, optimize, and expand their use of IGEL technology. The role combines hands-on technical work with strategic customer relationship management, with particular emphasis on large financial institutions and highly regulated, security-sensitive, mission-critical IT environments. The TRM serves as a trusted technical adviser and primary technical relationship coordinator, connecting customers with IGEL teams including Technical Support, Engineering, Product Management, and Customer Success. The role provides proactive technical guidance, coordinates issue resolution, and aligns customer technology plans with business objectives. It supports customer infrastructure reviews, technical account planning, product feedback, and broader adoption of IGEL solutions. Travel of up to 20% is required for training and customer-site visits.

Requirements

At least 5 years of experience directly supporting enterprise-level customers as a Technical Relationship Manager, Technical Account Manager, or in an equivalent capacity.
At least 5 years of relevant engineering, consulting, system integration, or enterprise IT infrastructure experience with technology vendors or Value Added Resellers (VARs).
Experience with application and desktop virtualization platforms such as Citrix Virtual Apps and Desktops, Omnissa Horizon, and Microsoft Remote Desktop Services.
Strong understanding of networking concepts and protocols, including TCP/IP, DHCP, DNS, VLANs, 802.1X, and RADIUS.
At least 2 years of hands-on experience managing IGEL products or working with comparable enterprise technologies, including Linux, UNIX-based operating systems, Citrix, Nutanix, Cisco IOS, BSD-based platforms, endpoint management, virtualization, or infrastructure solutions.
Experience with directory services, including Microsoft Active Directory and LDAP.
Experience troubleshooting and collecting diagnostic logs on Windows and Linux platforms.
Excellent interpersonal, customer relationship management, and communication skills.
Ability to work independently, manage multiple customer priorities, and coordinate complex technical escalations.
Strong organizational, time management, and documentation skills.
Proactive mindset and ability to anticipate technical challenges and recommend improvements.
Ability to adapt to evolving technologies, changing customer requirements, and complex enterprise IT environments.

Nice To Haves

Prior IGEL experience; candidates with strong technical expertise, troubleshooting skills, and the ability to learn IGEL technologies are also encouraged to apply.
Experience supporting large financial institutions, regulated environments, or mission-critical technology infrastructure.
Financial services experience in banking, capital markets, investment banking, asset management, wealth management, insurance, or financial market infrastructure.
Experience supporting large financial institutions with thousands of endpoints across multiple data centers, geographic regions, and business units.
Familiarity with financial-sector security and regulatory expectations, including operational resilience, audit requirements, access controls, and risk management.
Understanding of mission-critical end-user computing environments such as trading floors, investment banking operations, and financial applications where availability, performance, and low latency are essential.
Experience supporting business continuity strategies, disaster recovery planning, infrastructure resilience, and service availability.
Familiarity with Zero Trust principles, endpoint security, multifactor authentication, certificate-based authentication, network access controls, and enterprise identity management.
Experience with Citrix, Omnissa Horizon, Microsoft Azure Virtual Desktop (AVD), Windows 365, and hybrid cloud environments.
Understanding of financial services change management, including approval processes, production maintenance windows, change freezes, risk assessments, and controlled deployments.
Experience coordinating high-priority incidents and technical escalations involving infrastructure engineering, cybersecurity, networking, EUC teams, and technology vendors.
Ability to communicate effectively with senior infrastructure leaders, technology directors, engineering management, and other technical decision-makers.
Experience conducting technical health reviews, identifying operational risks, and developing infrastructure improvement plans.
Experience supporting geographically distributed enterprise infrastructure across North America, Europe, and Asia-Pacific.
Familiarity with PowerShell, Bash, or Python.
Familiarity with Microsoft SQL Server, Oracle, or MySQL.
Knowledge of enterprise monitoring and observability tools such as Splunk, Grafana, or similar platforms.

Responsibilities

Develop and maintain strong, positive, long-term strategic relationships with enterprise customers.
Serve as a trusted technical adviser by understanding customer infrastructure, business objectives, technology challenges, and operational priorities.
Provide knowledge transfer and guidance on IGEL products, capabilities, functionality, and best practices.
Coordinate technical support escalations and engage IGEL Support, Engineering, and Product Management through resolution.
Help customers identify, document, and submit product enhancement and feature requests.
Review customer projects and provide technical guidance on architecture, infrastructure modernization, upgrades, migrations, and future deployments.
Create and maintain technical account plans documenting customer environments, priorities, dependencies, risks, and technology roadmaps.
Identify opportunities to improve infrastructure performance, stability, security, and operational efficiency.
Coordinate periodic technical account reviews covering platform health, outstanding issues, upcoming upgrades, and potential risks.
Support critical incidents by coordinating internal technical resources, communicating updates, and facilitating resolution.
Collaborate with IGEL Sales, Solutions Architects, and Customer Success teams to identify opportunities for broader IGEL adoption.
Build relationships with customer engineering teams, infrastructure leadership, and key technical stakeholders.
Participate in customer meetings and onsite technical reviews, with travel of up to 20%.

Benefits

Health, dental, vision, and prescription benefits, with employee premiums covered by IGEL.
11 company-paid holidays per year.
18–22 days of PTO per year, based on tenure.
10 days of sick time per year, with rollover of unused days up to a maximum limit.
401(k) plan with 100% company match, up to $15,000 per year.
Paid maternity and paternity leave.
Monthly home office allowance.
Remote working opportunities and flexible working times.
Employee Assistance Program and Financial Wellness tool.
Company-paid life insurance and long- and short-term disability coverage.
Wellbeing apps, including Rightway, Headspace, and Wellhub.
Training and development opportunities.
President’s Club for highest-performing salespeople and overachievers.