Technical Account Manager at Parallels

Job description

Technical Account Manager We’re looking for a experienced Technical Account Manager to help us change the way the world works, with  Parallels : any time, anywhere, any-device productivity. The top creative and technical minds could work  anywhere.  So why are so many of them choosing Parallels? Here are three reasons: • This is the moment.  It’s an exciting time at Parallels, with strong leadership, a refreshed brand, and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us. • We want  you  to be  you .  Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got. • It’s your world.  We know you have a life. We want to be part of it, but not all of it. At Parallels, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way. Sound good so far?  Awesome.  Let’s talk more about the Technical Account Manager role and see if we’re destined to be together. 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.  What YOU bring to the team: • Degree in Computer Science, Information Technology, or a related field, or equivalent professional experience. • Hands-on experience with Microsoft Remote Desktop Services, VDI, and application and desktop publishing. • Experience with Citrix Virtual Apps and Desktops, Omnissa Horizon, Azure Virtual Desktop, or comparable platforms. • Working knowledge of enterprise systems, networking, security, virtualization, identity, and endpoint management. • Experience with Microsoft Azure and/or Amazon Web Services. • Experience delivering virtual applications and desktops across desktop and mobile platforms. • Strong technical writing, presentation, communication, and training skills. Preferred Qualification and Experience • Relevant current Microsoft, Citrix, or Omnissa certification. • Experience with Microsoft Intune, Microsoft Configuration Manager, Active Directory, and Microsoft Entra ID. • Experience supporting Windows, macOS, iOS, and Android environments. • Enterprise systems administration and IT operations experience. • Knowledge of VDI architecture, image management, user-profile management, performance, security, resilience, and monitoring. • Experience with PowerShell, Terraform, Azure CLI, or comparable automation tools. US: • Parallels is an award-winning productivity solution that helps users leverage the best technology out there, whether it’s Windows, Mac, Chrome OS, iOS, Android, or the cloud.  • We have millions of users and decades of innovation under our belts.  • We offer a fully remote, work-from-anywhere workspace – and we mean it. There is no pressure to work in an office whatsoever.  • Hours are flexible, too! You’ve worked hard to build your life, and we don’t want you to give it up for work.  • Our team is growing fast, and there’s a  ton  of energy and a lot of really smart, motivated, fun people ready to welcome you in.  What are you waiting for? Apply now! We can’t wait to meet you.  (FYI, we’re lucky to have a lot of interest and we  so  appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.)  About Parallels Parallels is a top VDI/EUC product helping businesses since 1999. Whether it’s desktop or cloud, on-prem or hybrid, Parallels has a solution to help your company optimize the speed and security of your work environment at an affordable price. It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic.      Parallels is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation that are required. Appropriate accommodation will be provided upon request as required by Federal and Provincial regulations and Company Policy. Any information received relating to accommodation will be treated as confidential.    As part of our evaluation process, we utilize an AI tool to assess candidates. #LI-Remote

Requirements

Must-haves

Technical Account Manager
We’re looking for a experienced Technical Account Manager to help us change the way the world works, with  Parallels : any time, anywhere, any-device productivity.
The top creative and technical minds could work  anywhere.  So why are so many of them choosing Parallels? Here are three reasons:
Sound good so far?  Awesome.  Let’s talk more about the Technical Account Manager role and see if we’re destined to be together.
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.

Nice-to-haves

Preferred Qualification and Experience

Application prep

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Keywords to mirror

azureai

Platform: adp-workforce-now
Effort: medium