Technical Account Manager

Responsibilities

• Serve as a primary technical point of contact for customer support escalations and ongoing operational issues.
• Own customer issues from escalation through resolution, ensuring timely communication and follow-through.
• Investigate and troubleshoot complex technical issues across customer environments and deployed systems.
• Analyze logs, system behavior, and infrastructure performance to identify root causes and implement solutions.
• Maintain clear and proactive communication with customers throughout the issue resolution lifecycle.
• Document support activities, troubleshooting efforts, and resolutions within CRM and ticketing systems.
• Escalate complex issues to Engineering, Product, or Infrastructure teams as appropriate.
• Work closely with Account Managers to ensure coordinated customer communication and successful outcomes.
• Support customer-deployed Linux servers, network services, VPNs, security solutions, monitoring platforms, and related infrastructure.
• Install and maintain hardware, software, operating systems, patches, and system updates.
• Provide remote and on-site technical support to end users and customer organizations.
• Implement security policies and best practices across endpoints and server environments.
• Contribute to internal documentation, troubleshooting guides, and knowledge base improvements.
• Support global customers as part of a follow-the-sun support model.
• Collaborate closely with Infrastructure, Product, R&D, and Operations teams to resolve technical challenges and improve customer experience.

Requirements

• Minimum of two (2) years of experience in technical support, customer support engineering, technical account management, systems administration, or a related field.
• Strong experience with Linux/Unix operating systems.
• Experience troubleshooting complex systems and analyzing application, server, and infrastructure logs.
• Understanding of networking concepts, network services, VPNs, firewalls, and modern infrastructure environments.
• Experience supporting enterprise applications and customer-facing technical environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively across multiple teams and time zones.
• Ability to work flexible and non-standard hours as required by customer operations.

Preferred Qualifications

• Experience with Kubernetes, Docker, or cloud-based environments.
• Experience working directly with enterprise customers in a support or account management capacity.
• Background in cybersecurity, network security, or enterprise software solutions.
• Familiarity with SQL and NoSQL databases and query troubleshooting.
• Experience supporting mission-critical or high-availability environments.
• Prior experience supporting government, defense, or intelligence community customers.
• Deep understanding of IP and cellular networks and experience supporting scalable distributed systems.
• Familiarity with troubleshooting electronic communications components and digital network systems.
• Active security clearance.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and innovative work culture.

Why Join REDLattice?

• Work on mission-driven technology at the cutting edge of cybersecurity and national defense.
• Join a passionate, elite team of innovators and problem-solvers.
• Competitive compensation and comprehensive benefits.
• Opportunities for career growth and leadership development.
• Be part of a culture that values innovation, collaboration, and continuous learning.

Equal Employment Opportunity Statement

• REDLattice is an equal-opportunity employer.
• We welcome applicants from all backgrounds and do not discriminate on the basis of race, color, religion, gender, age, national origin, veteran status, disability, or any other protected status.