Own premium support relationships, lead technical escalations and P1/P2 incident response, perform root-cause analysis, and coordinate remediation across Support, Engineering, Cloud Operations, Security, and Product. Analyze telemetry and usage trends to optimize customer configurations, improve adoption, develop success plans, conduct service reviews and QBRs, and create runbooks, playbooks, knowledge articles, and technical guides.
Job Summary & Responsibilities
As a Lead Technical Support Professional here at Brady Corp, you will lead and manage a team, providing guidance and technical expertise to resolve complex issues and deliver exceptional customer service.
As a Technical Account Manager (Premium Support) — Operational Intelligence (OI) here at Brady Corp, you will use your deep technical expertise with program management, customer advocacy, and business acumen. You’ll be responsible for incident command during critical events, post‑incident improvement plans, and ongoing success plans that align OI capabilities with each customer’s operational goals.
Locations: Charlotte, NC on a hybrid schedule.
Hybrid Work Schedule Note: For the first 90 days, New Hires must be prepared to work 100% onsite M-F, followed by 3 days in the office per week.
Preferred QualificationsPremium Support Ownership
- Serve as the named technical owner for a set of Premium Support customers; maintain a joint success plan, support calendar, and clear communication paths.
- Lead proactive service reviews (monthly) and QBRs (quarterly), including health checks, roadmap alignment, usage analytics, and action plans.
- Provide expedited routing and escalation within Brady Corp (Support, Engineering, Cloud Ops, Security, Product). Premium Support Ownership
Tier‑3 Technical Support & Incident Leadership
- Lead root‑cause analysis (RCA) and problem management for complex/recurring issues; produce high‑quality RCAs with corrective and preventive actions (CAPA).
- Perform advanced diagnostics across the OI stack: SaaS services, APIs, data pipelines, device telemetry, integrations (e.g., MDM/UEM, WMS, ERP), and network/performance layers.
- Develop and execute runbooks, test plans, and workarounds; guide customers through safe validation in lower environments.
- Act as incident commander for P1/P2 events; drive stakeholder comms, stabilization, and post‑incident reviews.
Coordination with Technical Support Center
- Collaborate with Brady Corp Technical Support Center leadership to establish and maintain 24/7/365 coverage for Premium Support customers.
- Coordinate data analysis and incident trend reviews jointly with Support leadership to identify systemic issues and improvement opportunities.
- Align escalation protocols, severity definitions, and communication standards between TAM and Support teams for seamless customer experience.
Proactive Optimization & Adoption
- Analyze telemetry, KPIs, and usage patterns to recommend configuration changes, policy tuning, and workflow improvements that reduce incidents and increase value.
- Partner with Customer Success/Professional Services on feature enablement, pilots, and adoption roadmaps (e.g., alerting, prescriptive analytics, automation).
- Identify and socialize best practices; author knowledge articles, playbooks, and customer‑ready technical guides.
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