Systems Engineer IV
Description
The Technical Account Manager (TAM) serves as the primary post-sales technical owner for assigned customer accounts. The TAM is responsible for coordinating technical activities, managing escalations, and ensuring alignment across IGT support, engineering, and delivery teams. The role does not perform hands-on delivery but owns orchestration and customer confidence.
Responsibilities
- Acts as technical owner for assigned accounts
- Manages complex environments
- Serves as escalation point
- Leads coordination across teams
- Provides guidance to TAM 3
- Customer Technical Ownership
- Serve as primary technical liaison
- Maintain deep understanding of environments
- Own coordination and communication
- Proactive Engagement & Planning
- Lead technical reviews
- Identify risks and trends
- Support upgrades and deployments
- Recommend optimization improvements
- Technical Coordination & Escalation
- Own incident communication
- Coordinate issue resolution
- Ensure follow-up and closure
- Drive root cause awareness
- Success Measures
- Customer satisfaction
- Effective escalation management
- Reduction in reactive issues
- Alignment between expectations and execution
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
- Significant experience in customer-facing technical roles (TAM, SE, Systems Engineering)
- Deep understanding of enterprise software, infrastructure, and IT operations
- Experience managing large-scale or complex customer environments
- Strong executive communication, organizational, and leadership skills
Benefits
- 401(k) savings plan with company contributions
- Medical, dental, and vision insurance
- Life and disability coverage
- Paid time off
- Tuition reimbursement
- Other wellness programs, subject to eligibility requirements
