• developing and maintaining assigned long-term client relationships • provides sales or consultative support to clients • serves as the liaison between clients and operational servicing units • may participate in pricing and resource discussions • serves as point of contact for client matters • may help identify and develop new servicing opportunities with existing clients • involved in negotiating servicing agreements and servicing fees for existing clients • participates in the analysis, assessment and documentation of client requirements • forecasts and tracks key account metrics • serves as an escalation point for high severity requests or issues

Role Description We are looking for a skilled Remote Technician to support and deploy solutions within Cisco Meraki environments. The role focuses on remote installation support, backend configuration, connectivity validation, and end-to-end deployment assistance working alongside onsite engineers and customer teams. The successful candidate will have strong hands-on experience with remote network configuration, device provisioning, and customer-facing technical support. Responsibilities - Perform backend configuration and deployment of: - MX68 and MX68W security appliances - Support installation and activation of Cradlepoint devices - Validate connectivity and perform speed testing to confirm service performance - Provide real-time guidance and technical direction to onsite technicians, including: - Patch locations and cabling instructions - Installation best practices - Device positioning and connectivity validation - Support staging, provisioning, and pre-configuration of equipment prior to site deployment - Perform and support User Acceptance Testing (UAT) with customer teams at project completion - Troubleshoot network, connectivity, and configuration issues remotely - Update documentation, ticket notes, and deployment records - Support change windows, go-live activities, and post-install validation Qualifications - Experience configuring and supporting Meraki firewalls and wireless infrastructure - Experience supporting LTE/5G failover or cellular connectivity solutions (e.g., Cradlepoint) - Strong understanding of: - TCP/IP networking - VLAN configuration - DHCP / DNS - Firewall rules and NAT - VPN concepts - Experience guiding field or onsite technicians remotely - Experience performing remote validation and acceptance testing - Experience working in ticketing tools (e.g., ServiceNow or similar) - Strong customer communication skills Preferred Qualifications - Networking certification (CCNA or equivalent experience) - Experience supporting multi-site deployments (retail, distributed enterprise, logistics, etc.) - Experience working in MSP, NOC, or project deployment environments - Experience supporting SD-WAN or hybrid WAN environments Soft Skills - Strong remote communication and coaching skills - Customer-focused approach - Strong attention to detail - Ability to manage multiple deployments simultaneously - Calm and structured approach during live installations

• Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores • Manage the achievement of key performance indicators for the team’s portfolio-identified accounts • Perform regular team member coaching and identify the team’s training opportunities • Build trusting relationships with client operational leadership • Maintain a comprehensive understanding of business challenges faced by customers • Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary • Identify product & process gaps by conducting business impact assessments and proactively managing client expectations • Support the team in managing client escalations and service recovery • Assist in the ongoing candidate review and hiring process • Monitor and assist with the management of team member capacity and bandwidth, new business assignments, and client reassignments

• Partner with the account team to professionally handle incoming customer requests • Manage high volume of incoming requests, communicate and prioritize independently • Prepare weekly, monthly, and ad hoc client deliverables • Extract data insights from the iSpot/Ace platform