FMADIO is the world leader in high performance high bandwidth network packet capture and analysis solutions. With clients spanning from Tier 1 Banks, Tier 1 Data providers, Primary 5G telecom providers, large Internet Service Providers, to Defense and Cyber operations. FMADIO excels by merging our internal FPGA development against the best high performance software development intersected with the latest cutting edge hardware systems.
FMADIO is an engineering first company, we pride ourselves being on the bleeding edge of technology while maintaining a high standard of quality and being #1 in our field in client support. Our company is a 100% remote first async company, with almost every member in a different country globally, and has a deep technical background.
Technical Account Manager
We are looking for a Technical Account Manager, who can shape, influence and define how we process customer issues to provide the best customer experience possible.
In a role directly interfacing with our top customers, you will provide the very best in class customer experience to resolve issues on hand. In addition to this, an integral part of this role is to liaise with various internal teams engineering, sales and management to ensure the prioritization of issues and how we as an organization can continually improve our processes, products and documentation.
Responsibilities
* Represent FMADIO as the public facing post sales side of the organization.
* Provide the primary point of contact for all technical issues raised by customers.
* Manage, maintain and update FMADIO product range knowledge library in order to directly resolve client issues or determine when to escalate through the engineering department.
* Work closely with engineering, sales and management teams to identify and improve customer experience with the product.
* Understand customer requirements, feature requests and distill actionable feedback for consideration in future product roadmaps.
Requirements
* Native or near native both written and spoken English.
* Ability to listen to a customer's problem and extract the core issues.
* Experience with Linux and CLI based management
* Flexible working hours but availability during European and US time zones
* Strong interest in high performance networking and computing in general.
* General understanding of networking, packet capture and software and hardware based systems.
Desirable
* Understanding of networks and network technology.
* Experience with hardware products and life cycles.
* Technical writing skills.
Notes
* Programming ability is not a requirement, but desirable.
* Preference is for people skills, organized mindset and effective communication over technical ability.
* This is a remote work position.