Technical Account Manager (TAM)

About SugarShot:

SugarShot is a modern Managed Service Provider delivering IT, cybersecurity, and cloud solutions to growing businesses. We help organizations simplify and strengthen their technology environments through a proactive, security-first approach and a highly responsive support model.

The MSP market supports the IT, security, and compliance needs of the majority of SMB and mid-market companies. It is a large and essential space, yet many providers still rely on reactive service models, manual processes, and fragmented toolsets. At SugarShot, we take a different approach, focusing on scalable systems, operational rigor, and a client experience that aligns with how modern businesses operate.

Our model combines people, process, and technology to deliver consistent, high-quality outcomes across service delivery, security, and strategic IT initiatives. We prioritize visibility, accountability, and continuous improvement, enabling our clients to grow with confidence while we manage and evolve their technology foundation.

Job Summary

SugarShot is seeking a Technical Account Manager (TAM) with strong systems administration experience to serve as the technical advisor and operational bridge for an assigned client portfolio.

The TAM partners closely with Client Success, Service Delivery, Security, and Engineering teams to ensure the effective execution of IT operations, technical alignment, and ongoing optimization of client environments. This role is responsible for translating technical needs into actionable plans, maintaining environment health, and supporting clients through infrastructure, security, and compliance requirements.

The ideal candidate brings hands-on systems experience, strong technical troubleshooting capability, and the ability to communicate effectively with both technical teams and business stakeholders. They are comfortable owning technical outcomes, identifying risk, and driving continuous improvement across client environments.

Responsibilities Include

Technical Ownership & Environment Management
• Act as the primary technical advisor for assigned clients
• Maintain a deep understanding of client environments, including infrastructure, endpoints, cloud platforms, and security tooling
• Perform regular environment reviews to identify risks, gaps, and optimization opportunities
• Ensure systems are aligned to best practices across performance, security, and scalability

Systems Administration & Support Alignment
• Provide hands-on support for complex issues and escalations when needed
• Support endpoint management across both macOS and Windows environments
• Assist with system configuration, patching, upgrades, and lifecycle management
• Partner with Service Desk and Engineering teams to ensure consistent and effective resolution of technical issues

Security & Compliance Alignment
• Support client environments in alignment with security frameworks and compliance requirements (SOC 2, HIPAA, PCI, etc.)
• Identify and remediate security risks across endpoints, identity, and infrastructure
• Assist with implementation and ongoing management of security tools and controls
• Partner with internal and external stakeholders during audits and compliance reviews

Project & Technical Execution
• Support the planning and execution of technical projects, migrations, upgrades, and new deployments
• Collaborate with Project Managers and Engineers to ensure successful delivery
• Validate technical outcomes and ensure alignment with client expectations and standards

Client Collaboration & Communication
• Participate in client meetings alongside CSMs to provide technical insight and guidance
• Translate technical concepts into clear, actionable communication for non-technical stakeholders
• Build trust with client IT contacts and serve as a reliable technical partner

Operational Coordination
• Monitor environment health, ticket trends, and recurring issues to drive proactive improvements
• Ensure documentation is accurate and up to date across systems and environments
• Escalate risks and issues appropriately while maintaining clear communication

What You Bring

• 4–8+ years of experience in Systems Administration, Technical Account Management, or similar roles within managed services or IT environments
• Strong hands-on experience with both macOS and Windows environments
• Solid understanding of IT infrastructure, including endpoints, networking, cloud platforms (Microsoft 365/Azure), and identity management
• Experience supporting or working within compliance-driven environments (SOC 2, HIPAA, PCI, or similar)
• Proven ability to troubleshoot complex technical issues and support escalations
• Experience with endpoint management tools (e.g., Intune, Addigy, or similar)
• Strong communication skills with the ability to engage both technical and non-technical stakeholders
• High level of ownership, accountability, and attention to detail
• Comfortable operating in fast-paced, growth-oriented environments
• Bachelor’s degree preferred or equivalent professional experience

Success Metrics

Primary Metrics:
• Technical health and stability of assigned client environments
• Reduction in recurring issues and escalations
• Alignment to security and compliance standards across client environments
• Successful delivery of technical initiatives and projects

The Technical Account Manager is accountable for ensuring the reliability, security, and continuous improvement of client environments, serving as a key driver of technical quality and client confidence.

Location: Remote with the ability to work US East Coast hours
Travel: This role requires on-site client visits as needed, with travel up to 20% based on client and business needs.

Benefits

• Competitive compensation
• Healthcare + Vision + Dental benefits
• Remote work environment
• Flexible time-off policy
• Transparent, flat culture