[Hiring] Technical Account Manager @COREL

Role Description

We’re looking for an experienced Technical Account Manager to help us change the way the world works, with Parallels: any time, anywhere, any-device productivity.

As a Technical Account Manager, you will:

• Lead hands-on implementation and onboarding of Parallels RAS, acting as the technical owner throughout the customer onboarding journey.
• Architect and align deployments with customer infrastructure, including networking, security, identity, and virtualization environments, in collaboration with internal stakeholders.
• Design and execute detailed technical delivery plans, including system configuration, upgrades, patching, and post-deployment validation.
• Deploy and configure new solutions ensuring system stability, performance, and service availability.
• Build and maintain detailed technical documentation for implementations, including system architectures and configurations.
• Collaborate closely with Customer Success, Sales, and Engineering teams to ensure technically sound and seamless delivery outcomes.
• Provide technical leadership and guidance, acting as the subject matter expert while Customer Success focuses on relationship management and commercial outcomes.
• Proactively engage with Premier Customers and Partners on technical matters, providing advisory on architecture, performance, and operational best practices.
• Own all reported issues and service requests for assigned Premier Support customers, driving them to resolution within agreed SLAs and contractual KPIs.
• Own and drive end-to-end resolution of complex technical incidents and service requests, ensuring SLA and KPI adherence.
• Act as the technical escalation point for critical issues, performing deep troubleshooting and coordinating with engineering teams for resolution.
• Conduct detailed post-incident reviews and Root Cause Analyses (RCAs), identifying systemic issues and preventative measures.
• Deliver proactive technical services including environment health checks, risk assessments, and performance optimization.
• Provide expert guidance on secure, scalable, and high-performing system design and operations.
• Plan and support upgrade strategies and patch management aligned with product roadmap and infrastructure dependencies.
• Ensure customer technical readiness for maintenance, upgrades, and ongoing operational activities.
• Represent customer technical requirements and challenges to engineering and product teams, contributing to prioritization of feature requests, bug fixes, and enhancements.
• Maintain accurate, detailed technical records and contribute to knowledge sharing (KCS, internal wiki, SharePoint).
• Design and deliver in-depth technical training for customers, partners, and internal teams.

Qualifications

• Bachelor’s degree in Computer Science or related subject.
• Deep understanding of Remote Display Protocols (RDP/RemoteFX, ICA/HDX, PCoIP).
• Deep knowledge and experience with Microsoft Remote Desktop Services - TS/RDSH/Application/Desktop and VDI Publishing.
• Technical understanding of Citrix XenApp 5.x/6.x/7.x and/or VMware View/Horizon 5.x/6.x/7.x solutions.
• Working knowledge and understanding of IT infrastructure solutions relating to Systems, Network, and Security.
• Experience in cloud computing platforms mainly in Microsoft Azure and Amazon AWS.
• Working knowledge of mobile applications.
• Strong writing skills with ability to create technical documentation.
• Strong presentation, communication, and training skills.
• At least 5 years’ experience in IT Engineer role.
• At least 3 years’ experience in implementing and/or administering applications and desktops virtualization systems.
• At least 2 years’ experience in cloud-based computing.

Requirements

• MCSE: Desktop Infrastructure or MCSE: Enterprise Devices and Apps (preferred).
• Citrix CCEE or CCA-V or CCP-V (preferred).
• VMware VCDX-DT or VCP6-DTM or VCIX6-DTM (preferred).
• Ideally experience with Mac OS X and iOS and mobile device management.
• Ideally experience with Microsoft System Center Configuration Manager/Active Directory.
• System Administration skills in enterprise organization.
• Working knowledge of IT Operations and Infrastructure, issues and concerns.
• Experience in publishing VDI/Desktop/Applications to multiple mobile device platforms.
• Working knowledge of virtualization requirements.

Benefits

• Fully remote, work-from-anywhere workspace.
• Flexible hours.
• Supportive and energetic team environment.