Role Description As an IT Escalation Engineer, you will provide escalation support for the following teams: - Support Desk - Client Account Management team - Cloud / Datacenter team - Proactive team - Projects when needed The overall purpose of this position is to help provide technical leadership to these teams in support of our clients. Additionally, this position will be responsible for: - Mentoring other team members - Identifying people, process, and technology gaps in our service teams Qualifications - Bachelor’s Degree in Information Technology, Science, Engineering or related - Minimum of 5 years in a Help Desk Escalation role and in an MSP environment - CompTIA A+, CompTIA Security+, CompTIA Network+, or CCNA certifications - Basic understanding of Citrix and VMWare Horizon - Intermediate understanding of layer 2 & 3 switches - Advanced firewalls using common platforms like Watchguard, Sophos, Cisco, etc. - Advanced understanding of Windows networking including: - Domains and trusts - Group Policies - Permissions - UAC - DNS - DHCP - General administration tasks and troubleshooting - Ability to communicate technical information, both verbal and written, to a wide range of users - Ability to multi-task and adapt while maintaining a clear focus on priorities - Strong client service focus and orientation - Excellent interpersonal communication skills that span both business and technical audiences - Strong organization and attention to detail skills Requirements - Encourage problem solving/documentation/SOP compliance by all support team members - Maintain and meet applicable regulatory requirements - Responsible for special projects as assigned - Performs other duties as assigned Benefits - Opportunity to join a team committed to fostering strong relationships - High accountability and collaborative teamwork

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Senior Technical Account Manager, you will own the partner and technical business strategy for a vertical at Super.com, ensuring that partner ecosystems operate reliably, scale sustainably, and deliver strong customer outcomes. This role is a senior, high-impact position that sits at the intersection of business strategy, operational governance, and cross-functional execution. You will act as the primary business-facing technical leader for your vertical—shaping partner direction, defining requirements, anticipating risk, and aligning Product, Engineering, QA, and PSEs around clear priorities. Senior TAMs are trusted advisors who translate complex partner and system dynamics into actionable plans, influence roadmaps, and raise the bar for execution quality across the organization. What you’ll be working on: - Own partner and business strategy for a vertical, serving as the primary technical relationship and escalation owner for key partners and stakeholders. - Lead QBRs/EBRs, roadmap discussions, and strategic planning with partners, ensuring alignment to business goals and platform direction. - Define and govern vertical-level operations, including Product Health accuracy, SOPs, issue triage, and execution standards. - Translate partner and business needs into clear, actionable requirements for Product and Engineering, ensuring feasibility and alignment. - Anticipate and manage partner resiliency risks, including SLA expectations, fallback strategies, and ecosystem dependencies. - Influence cross-functional prioritization and roadmaps by presenting structured insights, risks, and tradeoffs to GMs and senior leaders. - Provide functional direction and coordination for PSEs aligned to the vertical, ensuring technical work supports partner strategy and operational goals. - Mentor other TAMs and establish frameworks, documentation, and governance patterns that scale execution quality. Qualifications - 5+ years experience in technical account management, partner operations, product operations, or other technical, partner-facing roles. - Demonstrated leadership driving cross-functional initiatives involving Product, Engineering, QA, and external partners. - Strong domain fluency in system behavior, partner integrations, and how technical changes impact business outcomes (non-coding). - Experience owning partner relationships, operational governance, KPIs, SLAs, and escalation management. - Ability to translate complex partner or system dynamics into clear requirements, priorities, and execution plans. - Comfort interpreting data (dashboards, metrics, logs, basic SQL) to diagnose partner-impacting issues and risks. - Proven communication skills influencing senior stakeholders and presenting structured recommendations. Benefits - Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms. - Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites. - Everyday Perks: Weekly UberEats credits and travel discounts on Super.com help you enjoy the little things. - Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan. - Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits starting on day one. - Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a highly capable Technical Services Representative to serve as a consultant. This role is highly field-oriented and focuses on delivering top-tier training, maintaining technical documentation, and supporting tradeshows and field research. The ideal candidate is a self-starter who can solve problems with limited resources, navigate extreme weather and post-storm conditions, and expertly communicate complex engineering and material strength concepts to customers on site. Key Responsibilities - Organize and deliver training material and presentations in both a controlled meeting room environment and on site in the field, adapting to the conditions as necessary to accommodate the customer. - Maintain a comprehensive understanding and library of technical documentation and references. - Assist with the organization, set-up, maintenance, and disassembly of various display models and equipment for tradeshows, line rodeos, and exhibitions. - Contribute to the development, editing, and organization of technical work methods and procedures. - Research tools and equipment as required to better assist the development of RS work methods, technical bulletins, and training materials. - Collect data as directed. - Plan and arrange travel and accommodation with efficiency in mind. - Participate in meetings, provide reports, and provide support to the technical services team and other lines of business as part of the greater RS team. Qualifications - Demonstrate the ability to work alone with minimal direction while prioritizing and self-managing workload and forecast. - Demonstrate the ability to solve problems with limited resources. - Demonstrate the ability to collect data, perform field research, and communicate results in a fast-paced, growing environment. - Demonstrate and maintain a knowledge of computer applications such as Microsoft Office including MS Outlook, PowerPoint, Excel, and Word, and other applications required for expense submissions and communication. - Demonstrate the ability to interpret technical drawings and designs. - Understanding of compressive and tension loads, strength of materials, area, volume, density, and their applications in both imperial and metric units. - Excellent verbal and written communication skills, with the ability to present complex concepts to both technical and non-technical audiences. - Demonstrated ability to work cross-functionally and influence without authority. Requirements - Valid driver's license, passport, and vehicle. - Ability to travel primarily within the USA, possibly with some international destinations. - Willing to travel to and lodge in areas in post-storm recovery conditions with minimal services. - Must possess the ability to work alone without compromising safety. - Capable of walking on rough terrain and uneven surfaces. - Ability to work outside in extreme weather conditions (i.e., heat, rain, wind, cold, etc.). - Ability to perform physical work including lifting materials and tools up to 50 lbs., prolonged sitting, and standing in all types of climate and weather conditions. Expenses & Equipment - Pre-approved expenses (travel, meals, accommodation, etc.) will be borne by RS and paid within thirty (30) days of the Consultant providing an expense report with receipts. - Work-related travel in a personal motor vehicle will be reimbursed at a fixed rate. - RS may provide an RS email address, business cards, and an RS laptop with peripheral hardware at no cost.

😎 Our Culture Quantum Metric's number one objective is happy people, diverse and inclusive culture. We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose. As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds. We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships. At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity. 🚀 About the Role The Technical Account Manager serves as a trusted, customer-facing partner, ensuring seamless coordination between enterprise/strategic clients and internal teams. This role bridges business objectives and technical delivery, providing the structure, communication, and oversight needed to drive success across complex engagements. You will partner closely with Account Management, Customer Success, Support, Engineering, and Product teams to align technical execution with account strategy and ensure customer goals are achieved with precision and professionalism. You’ll not only step in to resolve challenges with calm and clarity when they arise, but also build the processes to prevent them in the first place. The ideal candidate is composed, analytical, strategic, and business-minded — equally confident engaging with senior executives, operators, and technical practitioners. You understand how to tailor communication for every audience and build trust at all levels. Within your first 180 days, you’ll be recognized as a steady, diplomatic presence who brings structure, accountability, and calm to even the most complex situations. 🔧 Responsibilities - Partner with Account Management, Customer Success, Support, Engineering and Product teams to deliver a unified, consistent customer experience — aligning technical execution with strategic objectives and ensuring issues are resolved efficiently - Build and maintain strong relationships across all levels of customer and internal organizations — from executive sponsors to day-to-day users — ensuring communication is clear, credible, and constructive - Coordinate the technical engagement between customer stakeholders and internal teams, ensuring alignment on priorities, progress, and deliverables - Partner closely with Account Management to ensure all technical efforts directly support broader strategic and commercial goals - Translate customer goals and challenges into clear, actionable plans that drive both immediate solutions and long-term stability - Anticipate potential risks or points of friction before they escalate, developing mitigation plans and proactive communication strategies - Oversee and coordinate technical work-streams — ensuring the right resources are engaged, milestones are tracked, and SLAs are consistently met - Collaborate with Customer Success Engineers and Customer Success Business Consultants to connect technical solutions to measurable business impact - Provide proactive, structured communication to customers and internal teams, maintaining transparency on progress, blockers, and next steps - Monitor support tickets and technical initiatives for assigned accounts, ensuring prioritization, documentation, and timely resolution - Partner with Product and Engineering to escalate and resolve critical issues, providing clear business context and follow-through - Support recovery and communication strategies for high-visibility or at-risk accounts with professionalism and composure - Identify recurring trends or process improvements that strengthen efficiency and prevent future issues - Represent the voice of the customer internally, ensuring both business and technical perspectives inform decisions and prioritization 💡 Requirements - 4+ years of experience in Technical Account Management, Customer Success, or Program Management within SaaS or enterprise technology. A basic understanding of HTML/CSS and analytics tagging is suggested - Strong business and technical acumen — with the ability to understand our platform, translate its capabilities into customer value, and connect technical insights to strategic outcomes - Exceptional communication and executive presence — adept at engaging both senior leaders and operational teams with credibility and empathy - Proven ability to build rapport and trust across diverse teams, balancing diplomacy with directness - Strong critical thinking, prioritization, and organizational skills with a proactive approach to problem-solving - Proven success in managing multiple enterprise accounts with cross-functional dependencies - Proficiency with collaboration and tracking tools such as JIRA, Salesforce, Confluence, and Slack - A self-starter mindset grounded in accountability, curiosity, and a drive for continuous improvement - Travel: 20% - Compensation: $95,000 - 110,000 Base | bonus eligible ⭐️ Culture Fit You are the calm in the storm — someone who can resolve immediate challenges while building the systems and relationships that prevent the next one. You thrive in complexity, communicate effectively across all levels, and ensure every stakeholder feels informed and supported. You partner seamlessly with Account Managers, engineers, and consultants alike, embodying professionalism, foresight, and the steady leadership that builds lasting trust. You personify our core values: Passion, Persistence, and Integrity. 🏆 Perks and Benefits This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career. Group benefits Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company) FSA, DCFSA, and HSA accounts Employee Assistance Programs (EAP) Telehealth options Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident Wellness Perks - discounts on a top-rated fitness app and Healthy Rewards program. Discounts on Pet Insurance 401k (with employer match) and Options / Equity 13 company holidays Unlimited Paid Time Off Sick leave Parental/Adoption Leave In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building. Promotional opportunities Rewards and recognition programs Robust onboarding and training program One-time stipend for work-at-home employees Monthly business expense stipend Flexible work environments Employee Discount Program (Perks at Work) Employee Referral Program Lead Referral Program MacBook and awesome swag delivered to your door Encouraging and collaborative culture RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack) 🐉 About Quantum Metric As a leader in digital analytics, Quantum Metric helps organizations put customers at the heart of everything they do. Providing a simplified approach to monitor, diagnose and optimize the digital journeys that matter most, the Quantum Metric platform offers in-depth customer understanding, quantified and tied to core business objectives. Today, Quantum Metric captures insights from 50 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last six-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes. If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you! The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly. Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to security@quantummetric.com. Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf Applicant Privacy Policy: https://www.quantummetric.com/legal/applicant-privacy-policy/ #LI-REMOTE #BI-Remote