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Technical Account ManagerLocation: San Jose, California
We are currently looking for a customer facing Technical Account Manager (TAM) with a Linux background. This role is structured around a professional services/customer engineering opportunity. A key candidate will have a combination of skill sets, including technical account management, sales engineering, professional services and program management. This opportunity will address the needs of our key accounts and strategic partnerships. The primary responsibilities of this role include:
- Creation of product requirement specifications specific to our strategic accounts/partners
- Creation of service level agreements and statement of work documents
- Creation of service plans specific to the need of our strategic customers
- Drive customer/partner requirements through engineering and SQA
- Support the resolution of defects, enhancements and custom requests though engineering.
- Support the customers specialized computing environment and be their key advocate into the Wyse organization
This role will be responsible for the following major technical tasks:
- Development and support of Wyse’s custom thin client OS
- Development and support of Wyse’s Linux OS
- In depth knowledge of software engineering/programming concepts
- PC architecture
- Unix (Linux) system level development
- BSD Unix preferred
- In depth knowledge of troubleshooting and debugging
- Working knowledge of Network Analysis and Administration
- TCP/IP and related network protocols (packet-level analysis)
- DNS, WINS
- DHCP, BOOTP
- PPP, PPTP, SLIP, CSLIP
- FTP, TFTP, HTTP, PXE
- SNMP, MIB structure
- SNTP
- Ethernet, Wireless (802.11a/b/g)
- Email - POP3, SMTP, IMAP4
- WWW - MS Internet Explorer, HTML, Proxy Servers, Time Servers
- File systems/servers - NFS, SMB, FAT, NTFS, Samba, etc.
- Working knowledge of Serial/Parallel Data I/O Communications
This position will be responsible for 6 key interfaces:
- Directly with the customer – The customer engineering manager will be responsible for communicating Cost, Schedule, and Content data to the customer and will be the single point of contact between Wyse and the "special needs" customer.
- Engineering interface to Business Development – The customer engineering manager will help establish a technical communication interface between the Bus. Dev. manager and the customer. The main responsibility of the customer engineering manager will be to gather technical content from the customer and communicating schedules defined by the engineering support staff. Technical data will be captured in a SOW style document and the cost will be communicated to the Bus. Dev. Manager for negotiation with the customer. The customer engineering manager will also interface with the Bus. Dev. Manager to review technical support contracts required to gain the necessary resources to develop 3rd party component for our solutions.
- Business Interface to the engineering staff – The customer engineering manager will be responsible for communicating requirements to the technical staff. The output from the engineers will be a schedule following our standard SDLC processes. The customer engineering manager will be responsible for the end-to-end scoping of the project and will have the authority to enforce development processes to gain consistency in engineering schedule delivery.
- Technical interface to our partners – The customer engineering manager will be responsible for delivering our technical requirements to our solution partners. The partners will respond to our needs with a clear roadmap for component delivery. The customer engineering manager will communicate the roadmap to the product management team for content inclusion and the engineering team for schedule creation.
- Administrator of the service level agreement and ensure quality delivery of services provided in the contract.
- This role will align to a single-point-of-contact with Wyse for all professional service engagements and execution.
Requirements
- BS/MS degree in Electrical Engineering, Computer Science, or related major
- Strong coding skills requiring master programming expertise in C/C++ and Assembly
- Demonstrable experience developing BSD Unix based applications
- Over 5 years of technical knowledge in information technology industry
- Ability to travel 25%
- Full understanding of SDLC process and tracking record of implementation and sustaining
- Successful release of programs when coordinating various teams
- Ample experience on effective collaboration among multiple parties distributed globally
- Fluent and articulate communication skills
- Customer centric advocate with clear understanding of the quality and efficiency
- Extensive track record of releasing programs in a cross functional team environment
Qualified candidates should submit their resumes to wysejobs@wyse.com for consideration.
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