Technical Account Manager (Onsite)

Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We are seeking an experienced Technical Account Manager to provide dedicated on-site support to the Port Authority of New York and New Jersey. This role requires an on-site presence five days a week. Excellent communication and interpersonal skills are essential for success in this role. The primary focus will be troubleshooting and supporting the customers’ complex interface needs, as well as supporting the agencies’ business and workflow needs.

The ideal candidate will have a deep understanding of network protocols, APIs, and interfaces, and possess strong technical support experience. Exceptional customer service and relationship management skills are crucial, as is the ability to communicate technical information effectively to non-technical audiences.

What You’ll Do

• Assist with the implementation and troubleshooting of technical services for public safety agencies.
• Analyze customers’ technical landscapes, processes, and policies to recommend services such as interfaces, migrations, and analytics.
• Guide key stakeholders through different stages of technical implementation, including requirements gathering, solutioning, documentation, configuration and mapping, and user acceptance testing.
• Track technical project schedules with stakeholders, identify schedule risks, and support Implementation Managers with mitigation strategies.
• Configure, schedule, and maintain containerized software across a multi-cloud environment.
• Update external-facing technical documentation to educate stakeholders on Mark43 technical solutions.
• Be an advocate for customers while partnering with the Customer Success team to identify and track customer pain points and drive resolution.
• Align with Delivery teams on customer implementation timelines and payment milestones.

What You’ll Need

• Proven experience providing technical support for customers.
• Exceptional interpersonal skills, fostering positive interactions with customers and team members.
• Strong technical skills, understanding of network protocols, APIs, and interfaces.
• Experience writing and reading SQL.
• Proven ability to build and maintain strong relationships with clients and colleagues.
• Tech-savvy professional, able to explain technical details and requirements to a non-technical audience.
• Capacity to identify solutions to reduce support costs.
• Familiarity with SaaS and back-end development.
• Ability to grasp customers’ needs and suggest timely solutions.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Patience and composure in handling challenging situations, ensuring a calm and effective resolution.
• Must be based in the NYC area and able to work on-site in Jersey City, NJ, five days a week.

People who thrive on our team also tend to share the following characteristics: 

• Humble, open, and curious. You take initiative to identify and address potential issues before they become problems.
• Passionate, eager, and motivated. You’re dedicated to the mission of improving public safety and excited to overachieve on your goals.  
• Relationship builder. You work well with various stakeholders, including customers, third-party vendors, and internal teams, to achieve common goals.
• Inspirational, uplifting, enthusiastic. You are dedicated to understanding and meeting the needs of our clients, providing exceptional service and support.