REDLattice, Inc.

Technical Account Manager

• Serve as a primary technical point of contact for customer support escalations and ongoing operational issues
• Own customer issues from escalation through resolution, ensuring timely communication and follow-through
• Investigate and troubleshoot complex technical issues across customer environments and deployed systems
• Analyze logs, system behavior, and infrastructure performance to identify root causes and implement solutions
• Maintain clear and proactive communication with customers throughout the issue resolution lifecycle
• Document support activities, troubleshooting efforts, and resolutions within CRM and ticketing systems
• Escalate complex issues to Engineering, Product, or Infrastructure teams as appropriate
• Work closely with Account Managers to ensure coordinated customer communication and successful outcomes
• Support customer-deployed Linux servers, network services, VPNs, security solutions, monitoring platforms, and related infrastructure
• Install and maintain hardware, software, operating systems, patches, and system updates
• Provide remote and on-site technical support to end users and customer organizations
• Implement security policies and best practices across endpoints and server environments
• Contribute to internal documentation, troubleshooting guides, and knowledge base improvements
• Support global customers as part of a follow-the-sun support model
• Collaborate with Infrastructure, Product, R&D, and Operations teams to resolve technical challenges and improve customer experience