Technical Solutions Specialist

hace 4 semanas

San Francisco, Heredia, Costa Rica Experian A tiempo completo

About the Role

We are seeking a skilled Technical Account Manager to join our team at Experian. As a Technical Account Manager, you will be the primary technical point of contact for our clients and will be responsible for ensuring their technical needs are met.

Key Responsibilities

  • Act as a single point of contact for technical consulting and assist our Account & Project Managers, Product and Tech Support, and Engineers with new and ongoing technical communications for existing clients.
  • Anticipate positive and negative impacts throughout the organization regarding proposed solutions.
  • Proactively test new configurations against existing client workflows to ensure no unforeseen client impacts.
  • Arbitrate discussions between the customer and Experian, and in all appropriate ways represent the client's technical needs to Experian, and Experian's offerings to the client.
  • Primary post-deployment technical contact for non-incident SaaS services during business hours.
  • Responsible for aggregating all non-incident client requests for changes to production and driving execution in alignment with contracts and client's priorities.
  • Responsible for partnering with clients, other Technical Account Managers and Account Development to prioritize and submit requests to change production configurations, promo codes, and content changes services, and availability.
  • Help ensure that the proper monitoring alarms are in place at the platform and client-specific solution level and help drive resolution to issues as required.
  • Participate in recurrent operational calls and status updates to ensure alignment across internal and external stakeholders.
  • Develop strategies to facilitate the continuous improvement of the customer's service.
  • Communicate a holistic change management schedule that includes patching, infrastructure, and solution upgrades.
  • Participate in a comprehensive quarterly business review (QBR) on the following areas: Service availability, performance, and trending, Recommendations for improvement and best practices, Track follow-up items and timelines (defects, incidents, production change requests).
  • Provide feedback to Experian Product Development teams to help identify potential new features or products.
  • Interface with other Experian resources including any delivery resources working on in-flight implementations and Sales/Account Managers.
  • Help analyze customers' needs and suggest potential new services for client consideration.
  • Be the Technology Voice of all Experian Product, Platform, and Technology.

Requirements

  • BS, BA in Computer Science, Computer Information Systems, MIS or relevant technology degree (Master's level a plus) or 5+ years of relevant experience in technical customer support, operations, or similar role.
  • Experience with Software as a Service.
  • Proficiency in data modeling, data relationships, SQL queries, and optimization.
  • Ability to query ad hoc data in Mysql, Redshift, Dynamo DB, or other data structures.
  • Knowledge of APIs, REST or SOAP web services, JSON, and XML.
  • Familiar with AWS compute and storage services.
  • Real-time system monitoring and reporting via technology tools such as Splunk, AppDynamics, DataDog, and/or Business Intelligence systems such as Business Objects and Tableau.
  • Ability to navigate and troubleshoot in ticketing systems, bug submission, and other support systems.
  • Ability to identify and submit product enhancement requests.
  • Strong analytical and problem-solving capabilities; able to break complex technical hurdles into measurable actions.
  • Excellent communication and presentation skills.
  • Comfortable speaking to internal or external technical and non-technical audiences.
  • Must have the ability and desire to work in a high-pressure, fast-paced environment and be able to handle several projects and tasks simultaneously.
  • Able to manage multiple critical investigations simultaneously, with little direction.
  • Experience with SSO, OAuth, data encryption, and mobile SDKs a plus.

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