Senior Technical Account Manager - Remote US Only

Department: Blue Mantis

Employment Type: Full Time

Location: Remote

Compensation: $130,000 - $150,000 / year

Description

We are seeking a strategic and customer-focused Senior Technical Account Manager (TAM) with a strong foundation in enterprise IT systems to join our team. This role is primarily responsible for serving as the technical liaison and trusted advisor to high-value clients, while also providing hands-on support across Citrix, virtualization, storage, and networking for a select few customers. The ideal candidate will have a good understanding of enterprise IT infrastructure, a strong customer orientation and a willingness to roll up their sleeves when necessary. 

Key Responsibilities

Technical Account Manager (Primary Focus)

Customer Engagement & Advocacy 

• Act as the primary technical escalation point of contact for assigned customers, fostering long-term strategic relationships. 
• Understand each client’s business goals and technical environment to proactively guide and align IT solutions to their needs. 
• Regularly review system health reports, performance metrics, and KPIs to provide insights and strategic recommendations.

Service Delivery & Communication 

• Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery. 
• Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders. 
• Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.

ITIL-Based Process Oversight

• Support event, incident, problem, and change management efforts for key customers using ITIL best practices. 
• Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues. 

Senior Systems Engineer (Secondary Focus)
Infrastructure and Virtualization

• Maintain and support VMware-based environments, including upgrades and performance tuning.
• Work with Cisco UCS and enterprise storage systems (e.g., Pure Storage) to ensure high availability and interoperability. 

Citrix Engineering Support

• Support Citrix solutions such as Citrix Cloud, Citrix DaaS, XenApp, XenDesktop, and Citrix ADC (NetScaler)
• Troubleshoot and optimize Citrix policies, session hosts, delivery groups, and hybrid/cloud integrations.

Networking & Optimization 

• Perform advanced troubleshooting across networking components relevant to Citrix and application delivery.
•  Assist with configuration of Citrix SD-WAN and network optimization strategies as needed.

Escalation and Mentorship

• Serve as a senior escalation point for technical issues, guiding junior staff and supporting continuous improvement initiatives.

Skills, Knowledge & Expertise

Technical Expertise

• Experience working with VMware, Cisco UCS, and enterprise storage solutions, with ability to support and troubleshoot as needed
• Experience with Citrix platforms: Citrix Cloud, DaaS, XenApp/XenDesktop, NetScaler, WEM, SD-WAN.
• Familiarity with enterprise networking, load balancing, and firewall concepts.

Customer-Facing and Strategic Skills

• Proven success in a Technical Account Manager or customer-facing engineering role.
• Solid grasp of ITIL processes with the ability to lead incident, change, and problem management for enterprise clients. 
• Capable of interpreting system metrics and translating them into meaningful, business-aligned actions. 

Soft Skills

• Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
• Strong presentation and documentation abilities.
• Highly self-motivated, organized, and comfortable working both independently and collaboratively.

Preferred Qualifications

• Certifications such as Citrix Certified Professional/Expert (CCP/CCE), 
• VMware Certified Professional (VCP), Cisco UCS, or Pure Storage certifications.
• Understanding of hybrid and multi-cloud environments.
• Scripting/automation familiarity (e.g., PowerShell, Citrix SDKs, Ansible).

Blue Mantis is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, c