Mark43 is approved to hire in Canada, the UK, and 40 U.S states, including AL, AZ, CA-excluding San Francisco, CO, CT, DC, DE, FL, GA, IA, ID, IL, IN, KS, LA, MA, MD, ME, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OR, PA, SC, SD, TN, TX, UT, VA, VT, WA, and WI. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Technical Account Manager (Onsite)

Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We are seeking an experienced Technical Account Manager to provide dedicated on-site support to the Port Authority of New York and New Jersey. This role requires an on-site presence five days a week. Excellent communication and interpersonal skills are essential for success in this role. The primary focus will be troubleshooting and supporting the customers’ complex interface needs, as well as supporting the agencies’ business and workflow needs.

The ideal candidate will have a deep understanding of network protocols, APIs, and interfaces, and possess strong technical support experience. Exceptional customer service and relationship management skills are crucial, as is the ability to communicate technical information effectively to non-technical audiences.

What You’ll Do

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.

What You’ll Need

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.
Must be based in the NYC area and able to work on-site in Jersey City, NJ, five days a week.

People who thrive on our team also tend to share the following characteristics: 

Humble, open, and curious. You take initiative to identify and address potential issues before they become problems.
Passionate, eager, and motivated. You’re dedicated to the mission of improving public safety and excited to overachieve on your goals.  
Relationship builder. You work well with various stakeholders, including customers, third-party vendors, and internal teams, to achieve common goals.
Inspirational, uplifting, enthusiastic. You are dedicated to understanding and meeting the needs of our clients, providing exceptional service and support.

Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team.

As a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts.

Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email recruiting@Mark43.com requesting the accommodation.

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Technical Account Manager