Technical Account Manager or Support Engineer roles?

New
EsFG20

New

EsFG20
Mar 23 1 Comment

My professional working experience is a few years in IT Support and then switch over to Support at various SaaS companies. I have solid support and soft skills in a customer facing roles.

How does one become a Technical Account Manager or Support Engineer at AWS, Microsoft, Google, etc?

What level of certifications or knowledge are needed to be considered for these roles? I’d like to utilize my Support background and experience along with adding cloud certs to hopefully land a role.

Also, any other “support” roles or titles I can search for at these companies?

#customerservice #Support

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  • Twilio
    Lumbridge

    Go to company page Twilio

    Lumbridge
    TAM: White glove support. You will be the main point of contact, and the company will expect you to have strong communication and intrapersonal skills to convey critical information to and from the end user. The role can vary slightly depending on the company, but it mostly focuses on providing the best support for a customer who is usually paying an additional fee to have a TAM in their account team.

    PSE: Glorified Support Role. You’re still expected to work cases and tickets but you don’t have to work on developing relationships with the customer as you will be working on various cases throughout your workday. This role is usually a good fit for introvert people as they won’t have to meet with a customer on a regular basis to help them with their needs.

    If you want to become either one of those, pick a niche and get really good at it. Learn the product and regardless on the company you will be expected to have a very strong troubleshooting background as at this level you are the last level of support before engaging engineering or consulting departments.

    Hope this helps.

    Source: I’ve been a TAM for 5 years.
    Mar 27 0