Technical Account Manager

1 week ago


Mississauga, Ontario, Canada SOTI Inc. North America Full time
learning new things, working with the latest technologies and making a difference in the world. Technical Account Manager
At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software.

The Technology - You'll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams.

Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers.

Provide ad-hoc technical consultancy, advice and guidance using product and general technical expertise, including the timely communication of potential issues that may cause disruption
Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases.

Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer preventing future reoccurrence.

Create and maintain Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades.

Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKU's.

Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements etc.

Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services.

Record progress against delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers.

Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by customer and raised as JIRA (confirmed by Development)

Take opportunities to become a buddy to help oversee and assist new hires adjust to life in Enterprise and Professional Services.

Complete necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.

Minimum 4+ years in advanced technical positions (implementation specialist, technical support, solutions architect), direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
Strong interest in mobility, solid understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple & Windows Operating Systems
A quick learner with the ability to comprehend and explain complex technical concepts to a variety of audiences
Solid communication skills along with the ability to build and manage relationships with large enterprises
Experience in technical documentation
Ability to train a variety of audiences on the use of SOTI software (in person or remotely)
Excellent English verbal and written communication skills and fluency in any other languages are a plus
Robust understanding of Networking concepts and principles (incl. Windows Server administration (LDAP/AD, services & troubleshooting)

Globally, with over 17,000 customers, SOTI has proven itself to be the go-to mobile platform provider to manage, secure and support business-critical devices.

With SOTI's world-class support, enterprises can take mobility to endless possibilities. net
#We are committed to providing accessible employment practices that are in compliance with the requirements under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment process, please notify People & Culture at In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.
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