Technical Account Manager

As a Technical Account Manager at NVIDIA, you will be responsible for resolving complex escalations and technical issues related to NVIDIA products and solutions. You will work closely with the Engineering, Marketing, and Support teams to ensure the continuous success of NVIDIA's products and solutions.

Key Responsibilities:

• Resolve complex escalations and technical issues by conducting meticulous research, reproducing problems, and performing in-depth troubleshooting for customers who are installing NVIDIA product and employment NVIDIA solutions.
• Respond promptly to customer inquiries regarding product support via telephone, email, or conference calls.
• Address customer issues that arise during installation, operation, maintenance, product application, or when dealing with interoperability matters with other vendors.
• Actively participate in cross-functional team meetings and offer valuable feedback to the Engineering and Marketing departments regarding product requirements, customer experience, and support tools.
• Develop, redefine, and document best practices to share with internal teams (Support and R&D) for the enhancement of support processes.
• Conduct site visits and engage in conference calls with customers as needed.

Requirements:

• BS/MS/PhD or equivalent experience in Computer Science, Electrical/Telecommunication Engineering, or related fields.
• 5+ years of experience in providing comprehensive customer support and troubleshooting for both hardware and software products.
• Exhibit the ability to troubleshoot networking protocols using tools like TCPDUMP, Wireshark, or similar packet analysis tools.
• Experience with network switch/router platforms like InfiniBand, Cumulus Linux, SONiC, IOS, JunosOS, and EOS.
• Possess excellent interpersonal skills to effectively handle escalated customer cases.
• Have strong communication and presentation skills, both verbally and in writing.
• Be fluent in English, both in verbal and written communication.
• Display strong organizational skills and the ability to independently prioritize tasks and handle multiple responsibilities simultaneously.