Technical Account Engineer

About Knowtecq

Knowtecq is inviting all enthusiastic talents to join us in building up a state of the art network

and to co-create an enjoyable working environment.

We believe in developing our staffs in all necessary aspects in order to build and grow the

company together.

At Knowtecq, we not only offer a platform to build the technology, service excellency and

company together, we also offer excellent remuneration.

Position : Technical Account Engineer

JOB PURPOSE

▪ To lead the technical relationship with important customers, including jointly planning

activities, tracking open issues, coordinating resources, and documenting status

▪ To take the lead in resolving technical issues for customers, facilitate the

communications among multiple parties and identify necessary support resources

(including escalation handling) from customers, vendors and internal parties.

▪ Provide technical support to customers on pre/post sales activities.

▪ To coordinate and communicate with customer regularly in order to ensure customer

satisfaction and prepare quality improvement plans in order to further enhance the

overall service levels

▪ To act as a project manager for customer major projects and to ensure successful

project delivery.

▪ Responsible of Customer Experience and customer’s related platform documentation.

KEY ACCOUNTABILITY AREA

▪ Analyze and evaluate customer needs to suggest upgrades or additional services.

▪ Technical liaison in providing dedicated and direct technical support for key customer

accounts.

▪ Provide customer feedback regarding common problems to internal service teams and

work together to provide improvements which may include better SOP, documentation,

etc.

▪ Maintain concise and positive communications for all issues accurately to key customer

accounts.

▪ Keep track of key customer accounts metrics and plan for service continuous

improvements.

▪ Experience in creating project documentation (scopes of work, and project plans) and

client-facing presentations and communications;

▪ Prepare status reports regularly, and provide updates of projects to client and the

stakeholders on all project-related issues and changes

▪ Proactively monitor multiple project status and keep good relationships with customers

and internal stakeholders

▪ Prepare quality improvement plans with customers, vendors and internal parties.

▪ Handle customer provisioning, service reconfiguration, enhancement and trouble

shooting on storage, virtualization, systems, network, CDN and security platforms.

▪ May work on odd hours due to customer projects, complaints and issues

Education and Professional Certificate Level:

▪ University Degree holder on Computer Studies or Information Technology is preferred

▪ Holder of Server professional certificates like CCNA, PMP… etc. is an advantage