Technical Account Manager - North Macedonia

Role overview A hybrid Technical Account Manager role based in Skopje, North Macedonia, supporting key enterprise and government customers across the country. The position blends technical account management, deployment support, and consulting, with up to 50% travel to client sites. The position reports to a Technical Account Management Manager and serves as the main point of contact between customers, an internal product organization, and a local delivery partner.

Responsibilities - Serve as the primary technical contact for assigned customers, leading business and technical presentations with senior stakeholders and helping them adopt the platform effectively. - Deliver up to tier-2 technical support, escalate complex issues, report bugs and recurring trends to engineering teams, and author knowledge base articles on common or critical issues. - Plan and execute deployment projects for software and hardware, coordinating with a local partner from contract signature through delivery. - Maintain internal product test environments, deployment records, and configuration images, and contribute to or improve technical documentation. - Translate customer feedback into actionable input for product roadmaps and internal improvement initiatives across multiple teams. - Manage customer expectations, maintain confidence during high-pressure incidents, and proactively remove obstacles through creative problem solving.

Requirements - Citizenship of North Macedonia and willingness to undergo a government security check, due to handling sensitive public-sector data. - Five or more years of IT support or deployment experience with a strong generalist IT background and substantial enterprise customer exposure. - Demonstrated success managing customer relationships and technical projects independently, with minimal day-to-day oversight. - Solid grasp of ITIL and Change Management processes, including planning, documenting, executing, and rolling back changes. - Hands-on experience with software image creation and maintenance. - Working knowledge of routing and switching, Wi-Fi, telecommunications, and internet technologies, plus advanced understanding of Microsoft Server and Client operating systems, Microsoft SQL Server, Active Directory, Microsoft Azure (including Entra ID), APIs, and core network administration (TCP/IP, DHCP, DNS, SSH, firewalls); relevant certifications are a plus.

Nice to have - Operating experience in one or more specialty areas such as digital video, mobile communications, or related fields (source truncated).

Benefits and work setup - Hybrid working model combining remote work with regular on-site visits to customer locations. - Travel up to 50% within North Macedonia. - Work on products and programs tied to public safety and justice-sector outcomes, with exposure to VP-level stakeholders. - Some roles may require legal eligibility to work in environments where firearms are present.