Technical Account Manager

Company and Location

Supermicro – Jersey City, New Jersey, United States

Service Technical Account Manager is responsible for post‑sales management of assigned accounts for global service customers. The TAM will serve as the primary escalation point of contact for the service customers and will work closely with engineering teams, sales, and various internal and external organizations in supporting the customers. TAMs are a critical part of post‑sales support and must demonstrate technical aptitude with server products in addition to excellent interpersonal skills.

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations to support the customers.
• Introduce the service program to customers and periodically follow up with operating reviews.
• Solve issues escalated by help desk and field engineers; for issues requiring further escalation, work with engineering teams and drive resolution.
• Monitor assigned accounts to ensure service cases do not fall into gaps and are followed up in a timely manner. This position primarily manages one large customer, so significant experience is required.
• Gather and compile technical support documentation for training help desk and field engineers.
• Manage escalations from customers and direct them appropriately.
• Visit customers to understand requirements and present service solutions (often accompanied by sales).
• Plan and coordinate onsite integration activities.
• Ability to lift up to 40 lbs. and utilize a buddy system for products weighing more than 50 lbs.
• Travel is required (up to 25%).

• Bachelor's degree in engineering or another technical field.
• At least 2 years of experience in the engineering/IT industry.
• Strong background working with x86‑based product lines.
• Must be punctual and detail‑oriented. Fluent in English.
• Excellent communication (oral and written) and interpersonal skills.
• Excellent troubleshooting and problem‑solving skills.
• Ability to work efficiently under pressure as many escalated issues are urgent and unexpected.
• Familiarity with Linux and virtualization is a plus.

$90,000 – $100,000

The salary offered will depend on several factors, including location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

Supermicro is an Equal Opportunity Employer and embraces diversity in its employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

Cloud, Help Desk, Information Technology, IT Manager, Engineer, Technology, Engineering