Technical Account Manager

Mark43 - Jersey City, NJ

Full-time - Mid Level

Jersey City, NJ

Professional, Scientific, and Technical Services

About the position

The Technical Account Manager at Mark43 is responsible for providing dedicated on-site support to the Port Authority of New York and New Jersey. This role focuses on troubleshooting and supporting complex interface needs while ensuring the agencies' business and workflow requirements are met. The position requires excellent communication and interpersonal skills, as well as a deep understanding of technical support, network protocols, APIs, and interfaces.

Responsibilities

• Assist with the implementation and troubleshooting of technical services for public safety agencies.
• Analyze customers' technical landscapes, processes, and policies to recommend services such as interfaces, migrations, and analytics.
• Guide key stakeholders through different stages of technical implementation, including requirements gathering, solutioning, documentation, configuration and mapping, and user acceptance testing.
• Track technical project schedules with stakeholders, identify schedule risks, and support Implementation Managers with mitigation strategies.
• Configure, schedule, and maintain containerized software across a multi-cloud environment.
• Update external-facing technical documentation to educate stakeholders on Mark43 technical solutions.
• Be an advocate for customers while partnering with the Customer Success team to identify and track customer pain points and drive resolution.
• Align with Delivery teams on customer implementation timelines and payment milestones.

Requirements

• Proven experience providing technical support for customers.
• Exceptional interpersonal skills, fostering positive interactions with customers and team members.
• Strong technical skills, understanding of network protocols, APIs, and interfaces.
• Experience writing and reading SQL.
• Proven ability to build and maintain strong relationships with clients and colleagues.
• Tech-savvy professional, able to explain technical details and requirements to a non-technical audience.
• Capacity to identify solutions to reduce support costs.
• Familiarity with SaaS and back-end development.
• Ability to grasp customers' needs and suggest timely solutions.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Patience and composure in handling challenging situations, ensuring a calm and effective resolution.

Nice-to-haves

• Experience in public safety technology solutions.
• Knowledge of cloud computing and containerization technologies.

Benefits

• Health insurance coverage.
• Flexible scheduling options.
• Professional development opportunities.