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.
Skills Required
- Deep technical expertise in program management, customer advocacy, and business acumen
- Experience owning technical relationships and success plans for premium support customers
- Experience leading proactive service reviews and quarterly business reviews
- Tier 3 technical support experience for complex or recurring issues
- Root-cause analysis and problem-management experience, including corrective and preventive actions
- Advanced diagnostics across SaaS services, APIs, data pipelines, device telemetry, integrations, and network or performance layers
- Incident command experience for critical P1/P2 events
- Experience developing runbooks, test plans, workarounds, and technical documentation
- Ability to analyze telemetry, KPIs, and usage patterns to recommend configuration and workflow improvements
- Ability to work onsite Monday through Friday for the first 90 days, followed by a hybrid schedule
Brady Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brady Corporation and has not been reviewed or approved by Brady Corporation.
-
Healthcare Strength — U.S. employees receive comprehensive medical, dental, and vision coverage starting on Day One, alongside wellness resources and an Employee Assistance Program. Materials also indicate access to mental and behavioral health support.
-
Retirement Support — A matched 401(k) plan is provided in the U.S., with formal plan structures and vesting confirmed in company materials and filings. This indicates consistent, programmatic retirement support rather than ad hoc contributions.
-
Parental & Family Support — Paid parental leave is offered, together with family‑building benefits such as fertility coverage and adoption and surrogacy assistance. Scholarship programs and matching gifts further extend family and community support.
Brady Corporation Insights
What We Do
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady’s fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradycorp.com.
.png){kind=logo}
