Technical Account Manager

Role overview Serve as the main technical partner for a customer, helping them deploy, adopt and get lasting value from technology used in their operations. The role combines customer relationship management, hands-on troubleshooting and coordination with internal support, engineering, product and implementation teams. Work is based at customer sites in and around Orillia, Ontario, with regular travel across the province.

Responsibilities - Advise customer stakeholders and build a strong working relationship as their primary technical contact. - Troubleshoot support issues at tier-two level, track them through resolution and escalate when needed. - Coordinate hardware and software deployments with implementation teams; manage changes, records and customer expectations. - Train users, explain relevant product updates and help improve adoption. - Track service measures, communicate risks and progress, and keep the customer informed during high-pressure situations. - Share customer feedback, product defects and recurring trends with internal teams; contribute to technical documentation.

Requirements - At least five years in IT support or deployment, with experience managing customer relationships and technical projects. - Experience working with government agencies or law enforcement. - Knowledge of networking, including routing, switching, Wi-Fi, telecommunications and internet technologies. - Familiarity with change management, including planning, documenting, executing and rolling back changes. - Understanding of IT systems such as Microsoft server and client environments, directory services, cloud identity, databases, APIs, and network administration. - Ability to work independently, communicate technical issues clearly and maintain customer confidence.

Nice to have - Practical experience in areas such as digital video, mobile communications, IP security, embedded systems, identity and access management, or software as a service. - Experience implementing or administering relational databases.

Benefits and work setup - Customer-site work in the Orillia area three to four days per week. - Approximately 30% travel, predominantly within Ontario.