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Technical Relationship Manager

IGEL Technology

IGEL Technology

IT, Customer Service
Posted on Monday, June 24, 2024

THE ROLE:
The overall role of the IGEL TRM is to cement a close working relationship between IGEL
and the customer, helping them to strategically develop their adoption of IGEL technology
solutions. The TRM provides a central focal point between the customer and the various functional
divisions within IGEL.

Due to compliance and tax reporting reasons, this position is open to candidates living in the following states: AR, AZ, CA, CT, DC, DE, FL, GA, IA, IL, IN, MA, MD, MI, MO, NC, NJ, NY, OH, OR, PA, TX, UT, SC, VA, WA, and WI

ESSENTIAL JOB FUNCTIONS:

• Develop a strong, positive strategic relationship with the customer.
• Provide knowledge transfer of IGEL products and functionality.
• Assist with the escalation of support incidents through resolution.
• Assist in the escalation of support queries to the relevant channels.
• Assist in the creation of customer feature requests as a conduit to product
management.
• Ratify customer projects and provide guidance around further projects / upgrades.
• Develop and align a comprehensive account plan with the customer, documenting
customer environment, expectations, priorities and technology deployment
roadmap.
• Develop a good understanding of the customer environment and use this knowledge
to proactively drive improvements and efficiencies within Customer environment.
Advise the customer on technical best-practices as their IGEL trusted adviser.
• Use your in-depth knowledge of the customer environment to uncover additional
IGEL product sales opportunities.

REQUIRED QUALFICATIONS:

Technical skills

  • Minimum 5 years of experience directly supporting enterprise-level customers in a
    TRM capacity
  • 5+ years relevant engineering, consulting, or system integration experience with one
    or more vendors or Value Added Resellers (VARs) in the IT industry
  • Minimum 5 years work experience with virtual technologies such as Citrix, VMWare, Microsoft AVD
  • Experience with application and desktop virtualization platforms (VMware Horizon,
    Citrix Virtual Apps and Desktops, Microsoft Remote Desktop Services)
  • Knowledge of common networking concepts and protocols (TCP/IP, DHCP, DNS,
    VLANs, 802.1x, RADIUS, etc.)
  • 2+ years of experience with managing IGEL products within a customer environment
  • Experience with directory management (LDAP, Active Directory)
  • Experience with troubleshooting and log gathering on both Windows and Linux
    platforms
  • Familiarity with a scripting language a plus (PowerShell, bash, python)
  • Familiarity with common database platforms and concepts a plus (Oracle, MSSQL,
    MySQL)
  • Industry-standard certifications in any of the above-mentioned technologies a plus
    (e.g. VCP, CCA/CCP, MCSE, RHCA, etc.)



Personal Skills

  • Good interpersonal and communication skills.
  • Ability to work independently, under pressure and multi task.
  • Be willing to pitch in and be part of the team in all aspects of company life.
  • Be Pro-active.
  • Be able to adapt to continuous innovations.
  • Very good self-management skills, such as personal organization and time-keeping

      WE OFFER:

      • Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
      • 10 company-paid holidays per year
      • 15-20 days of PTO per year (15 days in the first year and 20 each year thereafter)
      • 401(k) plan with 100% company match, up to $5,000 per year
      • Monthly home office allowance
      • Remote working opportunities and flexible working times, so you can combine your demanding work with your private goals
      • Employee Assistance Program (EAP) and Financial Wellness tool
      • Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
      • Wellbeing apps, including Rightway, Headspace and Wellhub
      • Training and development opportunities to advance your career

      IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

      Additional information
      Please click here to access the information according to art. 13 data protection regulation (DSGVO) for applicants