Technical Account Manager

DevonWay Technical Account Manager EEO/AA/Vet/Disability Employer Company DevonWay is a growing software company with products that help large organizations in high-reliability industries improve virtually any operational process. At DevonWay, your input and effort will make a big difference. With about eighty employees, we have a strong, supportive culture that values our customers and each other. We are proud of our 100% implementation success rate and amazing customer roster, including the U.S. Department of Energy, GE Healthcare, Los Alamos National Lab, EDF Energy, and Biogen. What enables us to successfully deliver to enterprise, government, and global customers is our innovative and highly configurable technology platform on which we build our products. At DevonWay, you will work with smart and fun colleagues on great technology, have an impact, help exceptional customers that everyone has heard of, and learn a lot. DevonWay is based in San Francisco, with additional offices in Salt Lake City, Charlotte, Portland, and Munich. Position This Technical Account Manager position consists of three main duties: Provide consultative services to named customer(s). Design, document, build, test, and support all or parts of mobile and/or desktop solutions using the DevonWay platform. Assist with the installation, monitoring, management, maintenance, and improvement of the DevonWay technology stack on Windows servers. By using the DevonWay platform, a Technical Account Manager can build applications without knowing specific programming languages like Java, but custom interfaces do often require programming skills. Technical Account Managers may occasionally also fill the role of Project Manager. Salary Range $90,000 - $135,000, based on experience Location Anywhere in the continental United States. The preferred location of the candidate is South Carolina, North Carolina, or Georgia. Occasional travel will be required. Key areas of responsibility: Account Management Represent DevonWay in customer meetings, with all levels of management. Provide guidance and feedback to the customer with regard to business process automation, best practices, DevonWay capabilities, design options, and the pros and cons of each option. Translate customer needs into detailed requirements based on best practices. When appropriate, offer suggestions to expand the use of DevonWay to provide more value to the customer. This could be through the addition of new applications or by expanding the user base of existing applications. Analyze customers’ needs and suggest improvements. Conduct training sessions, either over webinars or in-person, for deployed applications. Manage the ticket queue consisting of support requests and incidents. Provide work estimates and plans to the project manager. Application Development Follow the agile methodology to design and configure applications based on user stories/tickets. Learn and follow the DevonWay SQA process. If necessary, plan for and manage the completion of data conversions, interfaces to third-party systems, and reference data loads. Design, build, test, and deploy SSRS and/or Business Intelligence reports. Design, build, test, and deploy key performance indicators (KPIs). Technical Support day-to-day customer operations. Perform incident troubleshooting and resolution. Assist with the installation, management, and maintenance of the DevonWay technology stack on Windows servers. Work closely with DevonWay internal teams, including Development, Operations, Products, and Support. Assist customer IT and security teams with the support, maintenance, and configuration of on-premise environments, including servers, databases, software, security, and networks. Implement tools and scripts to automate the above tasks, if possible. Perform troubleshooting in response to automated alerts or reported issues. Requirements: General U.S. Citizen. Not a citizen of any other country (no dual citizenship). BS in science, engineering, MIS, or another technical field. Able to pass a security background check. Able to achieve U.S. government security clearance. Able to travel occasionally. Communication Excellent verbal and written communication skills. Customer-focused and comfortable communicating with customers, including executives. Able to communicate technical concepts to a non-technical audience. Account Management 1-3 years’ experience as a Technical Account Manager, Business Analyst, DevOps Engineer, or equivalent position. Organized, with proven work/task management skills and the ability to consistently meet deadlines. Calm under high-pressure situations, such as during an unplanned downtime. Technical First-rate problem-solving skills and the ability to excel in a fast-paced environment. Excellent troubleshooting and problem-solving skills. Smart; analytical; able to understand abstract concepts. Experience with the following technologies is required: Microsoft Windows server Microsoft SQL server Java servlet containers (Tomcat preferred) Amazon Web Services (AWS) Proficiency in a high-level scripting languages like PowerShell or Python (PowerShell preferred) Troubleshooting using custom logging, Windows Event Viewer, and SIEM tools Experience with the following technologies is desired: SQL Server Reporting Services (SSRS) REST Familiarity with Java keystores and certificate-based encryption Jenkins, Bamboo, or other continuous integration technologies DISA STIG / CIS hardened environments Storage systems Windows Group Policy Networking Load balancers Writing and tuning SQL queries Vulnerability and penetration testing tools Telemetry systems SMTP mail servers IIS Comfortable with relational database concepts and able to create complex SQL statements involving, at a minimum, joins and subqueries Company Information: DevonWay, Inc., http://www.devonway.com