Note: The job is a remote job and is open to candidates in USA. Parallels is a productivity software company providing virtual desktop and end-user computing solutions across desktop, mobile, and cloud environments. The Technical Account Manager will lead customer implementations and onboarding, architect and deploy solutions, provide technical leadership and advisory services, and own the resolution of complex incidents and service requests. The role also supports upgrades, technical readiness, documentation, training, and communication of customer requirements to engineering and product teams.
Responsibilities
- 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, andEngineering 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
Skills
- 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
- 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
Benefits
- Fully remote, work-from-anywhere workspace
- No pressure to work in an office whatsoever
- Flexible hours
Company Overview