Technical Account Architect (TAA)

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

DUTIES AND RESPONSIBILITIES:
 

Account Management & Client Engagement

• Serve as the trusted technical advisor and primary liaison for assigned accounts.

• Conduct regular business reviews (QBRs/MBRs) to align on goals, roadmap, and performance.

• Develop and maintain deep knowledge of each client's technical environment and business objectives.

• Build and nurture long-term relationships with client stakeholders at all levels (technical to executive).

• Proactively identify risks to client satisfaction and escalate or resolve them promptly.

Solution Adoption

• Guide clients through onboarding, and adoption of deployed solutions.

• Advocate for and demonstrate the value of new features, product updates, and solution enhancements.

Technical Advisory & Architecture

• Provide architectural guidance and recommendations aligned with client infrastructure and security standards.

• Collaborate with Solutions Architects and Service Delivery teams to design scalable, resilient solutions.

• Translate complex technical concepts into clear business outcomes for non-technical stakeholders.

• Identify integration opportunities and assist clients in optimizing existing deployments.

Issue Resolution & Escalation Management

• Act as the escalation point for complex technical issues, coordinating with internal engineering and support teams.

• Track and manage open issues to resolution, ensuring SLA compliance and minimal client disruption.

• Document root cause analyses and preventive actions for recurring incidents.

Growth & Opportunity Identification

• Identify upsell, cross-sell, and renewal opportunities within assigned accounts.

• Collaborate with the Sales team to develop account growth plans and proposals.

• Provide market feedback and client insights to Product Management to inform roadmap decisions.

REQUIREMENTS:

• At least 5 years of experience in technical account management, pre-sales engineering, or a customer-facing technical role.

• Proven track record of managing enterprise accounts and driving technology adoption

• Certification is plus: CompTIA Network+ / Security+ or equivalen, Vendor-specific certifications (e.g., Fortinet NSE, Palo Alto CCNA, AWS / Azure / GCP Cloud Practitioner or Solutions Architect, ITIL Foundation, AI related certifications

• Bachelor's degree in computer science, information security, engineering, or a related field.

SKILLS:

• Soft Skills

  • Ability to collaborate and work effectively within a team and communicate information clearly to stakeholders.

  • Self-motivated with the ability to work independently and within cross-functional teams.

  • Able to prioritize tasks, manage workload, and meet deadlines. 

• Hard Skills

  • Proficiency in networking fundamentals (TCP/IP, DNS, VPN, SD-WAN) and security concepts (firewalls, SIEM, endpoint protection)

  • Familiarity with cloud platforms (AWS, Azure, GCP, Huawei, Alibaba) and hybrid infrastructure environments.

  • Experience reading and interpreting solution architecture diagrams and technical documentation.

  • Knowledge of ITIL frameworks, ticketing systems, and SLA management.

  • Capable of identifying root causes of security incidents and implementing reliable solutions.

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.