Technical Account Manager - Application Support Engineer

dacadoo is a rapidly expanding IT firm headquartered in Zurich, with branches in North America, Japan, and Australia. Operating globally, we drive digital transformation in healthcare through innovative lifestyle solutions and artificial intelligence, aiming to enhance health and well-being.

To expand our North American team in the Toronto area, we are seeking a dynamic individual for a dual role designed to bridge two distinct teams :

Tasks

Technical Account Management Responsibilities

• Responsible for technical delivery of customer relationships and projects.
• Grow in the role to lead IT projects from initiation to execution.
• Analyze business needs and translate to business requirements that address client ambitions.
• Act as internal champion for your clients, with full autonomy to work internally at all levels to resolve roadblocks.
• Technical day-to-day oversight of client portfolios.
• Work with Product Owners on client requirements and product deployment.
• Provide consultancy and training services related to the product portfolio offered (Applications, Tools, API), continuously stay up to date on an ever-changing product set.
• Coordinate new feature releases.
• Work closely with Lead Client Manager (Sales) to support existing clients and to support technical reviews of prospects.

Application Support Engineer Responsibilities

• Ensure service delivery standards are met and manage the service desk queue.
• Solve technical issues for customers or clients.
• Create bug tickets and maintain the internal knowledge base.

Requirements

• Bachelor's or Master's in Computer Science or related field, with strong analytical skills.
• 3-5 years IT experience, particularly in customer-facing and project management roles; certification in project management is a plus.
• Proficient in Linux, SQL / NoSQL, basic networking (TCP / IP, DNS, HTTP, SMTP), and an interpreted programming language.
• Several years experience with external customer facing roles.
• Comfortable presenting to and influencing an executive level audience.
• Exhibits strong customer empathy and acts with urgency to resolve business impacting issues.
• Experienced with Jira, Atlassian tools, and Agile methodologies.
• Exceptional communication skills, fluency in English, and additional languages beneficial.
• Strong team player with excellent organizational and time management abilities, capable of multitasking and working under pressure.
• Flexible, with a capability to adapt to changing priorities and juggle multiple tasks.
• While this is a remote position, the candidate is preferably based in Toronto or Kitchener Waterloo with a willingness to meet team members in person as required.

Benefits

• An international and multicultural work setting.
• Flexibility to work from home.
• A comprehensive benefits package including health, dental, and vision.
• An open and empowering corporate culture emphasizing personal responsibility.
• A supportive and collaborative team atmosphere.
• Involvement in projects focusing on digital transformation and cloud technologies.

dacadoo is a rapidly expanding IT firm headquartered in Zurich, with branches in North America, Japan, and Australia. Operating globally, we drive digital transformation in healthcare through innovative lifestyle solutions and artificial intelligence, aiming to enhance health and well-being.