Role Description:
The Technical Account Manager will be required to develop and maintain an expertise in the relevant Plume products and ensure a high level of customer satisfaction. In addition to knowledge on the Plume Products, the TAM will be expected to be the front line of communication with the customer as it relates to triaging issues, helping define requirements for new features, coordinating other Plume functions, representing Plumes platform capabilities such as Pods, Gateway Devices, APIs, Data, roadmaps and firmware integrations. This role will support our APAC customers.
Responsibilities:
- Work closely with Service Providers, Enterprise customers and their product technical teams to develop a good understanding of the technical issues and to coordinate the resolution within Plume. Provide both strategic and day-to-day technical expertise and support for assigned accounts.
- Act as technical liaison between Plume technical teams and other vendors of Customers such as ODM's, chipset vendors and 3rd party software providers
- Identify Platform API product enhancement opportunities based on support trends
- Provide technical post-sales support and guidance for Platform API users
- Answer set-up related and how-to questions for Platform API users
- Drive diagnosis, troubleshooting and thorough testing of reported problems that are not easily reproducible
- Lead cross-functional customer experience review sessions with Product and Engineering to support development of innovative solutions. Communicate clear and actionable recommendations towards product improvement (including bug fixes and new features) during these sessions, and manage prioritization of these requests.
- Coordinate the definition of requirements for new features, design and ultimately development and deployment
- Help create processes and documentation for the TAM team
- Be the Subject Matter Expert for the Plume platform
Required Skills:
- Team player
- Strong verbal and written technical communication
- Working experience in managing projects involving Gateway and CPE devices
- Strong experience in triaging issues and managing communication across cross vendor technical and product teams
- Strong understanding of cloud computing architecture, technical design, and implementations including Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) delivery models
- Network management and troubleshooting skills like Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec & IPtables
- Strong operating and troubleshooting knowledge across LAN/WAN technologies like switching and routing
- A demonstrated understanding of the key technology components that make up Cloud such as virtualization, networking, workloads/applications, and API's
- Good understanding of wireless technologies like 802.11a/b/c/g/n/ac/ax
- Experience in using collaboration tools like Jira, Confluence and Slack to manage complex projects
Qualifications:
- BA/BS degree in Computer Science or related technical field or equivalent practical experience.
- At least 3 years work experience in network operations and management and SaaS services as an Architect and Support Engineering.
- English fluency
