About the Role
This position involves coordinating technical account activities for managed service providers, ensuring accurate documentation, timely communication, and alignment between internal teams and external partners.
Responsibilities
- Coordinate technical support tasks for managed service provider clients
- Serve as a liaison between clients and internal engineering teams
- Track and manage service requests and technical issues
- Maintain detailed records of client interactions and project statuses
- Assist in onboarding new MSP partners
- Monitor service level agreements and performance metrics
- Prepare technical summaries and status reports
- Escalate critical issues to appropriate engineering resources
- Ensure timely follow-up on open support tickets
- Support documentation updates for processes and configurations
- Facilitate communication during incident response events
- Verify resolution accuracy before closing support cases
- Coordinate training sessions for MSP partners
- Manage change request workflows
- Track licensing and subscription details
- Assist with migration project coordination
- Provide input on process improvement initiatives
- Maintain data accuracy in CRM and ticketing systems
- Support audit preparation activities
- Ensure compliance with security and operational policies
Nice to Have
- Certification in IT support or service management
- Experience with PSA or RMM platforms
- Familiarity with cloud infrastructure services
- Knowledge of cybersecurity best practices
- Prior work in a 24/7 operations environment
Compensation
Competitive salary based on experience
Team
Collaborative environment focused on technical support and client success
Why This Role Matters
This position plays a key role in maintaining strong relationships with MSP partners by ensuring technical issues are resolved efficiently and communication remains consistent. Success in this role contributes directly to client retention and service quality.
What to Expect
You will work remotely with a structured schedule, collaborating across teams using digital tools. Expect regular interaction with technical staff and MSP contacts, with a focus on accuracy, responsiveness, and clear documentation.
