Technical Account Manager
Corel Corporation UsaParallels has an immediate vacancy for this role.
Push the boundaries of tech. In your sweatpants.
We’re looking for a experienced Technical Account Manager to help us change the way the world works, with Parallels: any time, anywhere, any-device productivity.
The top creative and technical minds could work anywhere. So why are so many of them choosing Parallels? Here are three reasons:
- This is the moment. It’s an exciting time at Parallels, with strong leadership, a refreshed brand, and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us.
- We want you to be you. Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got.
- It’s your world. We know you have a life. We want to be part of it, but not all of it. At Parallels, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way.
Sound good so far? Awesome. Let’s talk more about the Technical Account Manager role and see if we’re destined to be together.
As a Technical Account Manager, you will:
- 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.
What YOU bring to the team:
- Bachelor’s degree in Computer Scienceor related subject
- Deep understanding of Remote Display Protocols (RDP/ RemoteFX, ICA/ HDX, PCoIP)
- Deep knowledge and experience with Microsoft Remote Desktop Services - TS/ RDSH/ Application/Desktop and VDI Publishing.
- Technical understanding of Citrix XenApp 5.x/6.x/7.x and/or VMware View/ Horizon 5.x/6.x/7.x solutions.
- Working knowledge and understanding of IT infrastructure solutions relating to Systems, Network and Security
- Experience in cloud computing platforms mainly in Microsoft Azure and Amazon AWS
- Working knowledge of mobile applications
- Strong writing skills with ability to create technical documentation.
- Strong presentation, communication and training skills.
- At least 5 years’ experience in IT Engineer role.
- At least 3 years’ experience in implementing and/or administering applications and desktops virtualization systems.
- At least 2 years’ experience in cloud-based computing
Additional Preferred Skills and Certifications
- MCSE: Desktop Infrastructure or MCSE: Enterprise Devices and Apps
- Citrix CCEE or CCA-V or CCP-V (preferred)
- VMware VCDX-DT or VCP6-DTM or VCIX6-DTM (preferred)
- Ideally experience with Mac OS X and iOS and mobile device management
- Ideally experience with Microsoft System Center Configuration Manager/ active directory
- System Administration skills in enterprise organization.
- Working knowledge of IT Operations and Infrastructure, issues and concerns.
- Experience in publishing VDI/Desktop/Applications to multiple mobile device platforms.
- Working knowledge of virtualisation requirements.
US:
- Parallels is an award-winning productivity solution that helps users leverage the best technology out there, whether it’s Windows, Mac, Chrome OS, iOS, Android, or the cloud.
- We have millions of users and decades of innovation under our belts.
- We offer a fully remote, work-from-anywhere workspace – and we mean it. There is no pressure to work in an office whatsoever.
- Hours are flexible, too! You’ve worked hard to build your life, and we don’t want you to give it up for work.
- Our team is growing fast, and there’s a ton of energy and a lot of really smart, motivated, fun people ready to welcome you in.
What are you waiting for? Apply now! We can’t wait to meet you.
(FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.)
About Parallels
Parallels is a top VDI/EUC product helping businesses since 1999. Whether it’s desktop or cloud, on-prem or hybrid, Parallels has a solution to help your company optimize the speed and security of your work environment at an affordable price.
It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic.
Parallels is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation that are required. Appropriate accommodation will be provided upon request as required by Federal and Provincial regulations and Company Policy. Any information received relating to accommodation will be treated as confidential.
As part of our evaluation process, we utilize an AI tool to assess candidates.
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