Technical Relationship Manager (Hybrid - JP Morgan Chase, New Jersey)

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. This is a hands-on technical role balanced with strategic customer relationship management, with a particular focus on large financial institutions and customers operating in regulated, security-sensitive, and mission-critical IT environments. The TRM serves as a trusted technical adviser and central coordinator between customers and IGEL teams, including Technical Support, Engineering, Product Management, Sales, Solutions Architects, and Customer Success. The role provides proactive technical guidance, coordinates escalations and issue resolution, and aligns customer technology efforts with business objectives. 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 (formerly VMware 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, or similar endpoint management, virtualization, and 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 is strongly preferred but not mandatory.
Experience supporting large financial institutions, regulated environments, or mission-critical technology infrastructure.
Financial Services Industry experience with banking, capital markets, investment banking, asset management, wealth management, insurance, or financial market infrastructure organizations.
Experience supporting large financial institutions with thousands of endpoints across multiple data centers, geographic regions, and business units.

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.
Develop and maintain technical account plans documenting customer environments, business priorities, infrastructure dependencies, risks, and technology roadmaps.
Proactively 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 customers during critical incidents by coordinating internal technical resources, providing communication updates, and facilitating resolution.
Collaborate with IGEL Sales, Solutions Architects, and Customer Success teams to identify opportunities for broader IGEL adoption.
Establish relationships with customer engineering teams, infrastructure leadership, and key technical stakeholders.
Participate in customer meetings and onsite technical reviews.

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 (EAP) and Financial Wellness tool.
Company-paid life insurance and long-term 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.