Technical Implementation Manager

The Opportunity: We have an exciting position available for a Technical Implementation Manager in the APAC Professional Services organization, located in our Sydney office. Reporting to the local Manager of Implementation Services, you will be part of a smart, engaged and forward-thinking team responsible for managing and optimizing the implementation, onboarding, and partner consulting experience, across our business continuity and security product sets. Does This Describe You? You love a technical challenge, are passionate about delivering first class customer delivery and thrive in an environment that supports, optimizes and guides the partner experience. A Look Inside the Job:

• Lead our partners through their onboarding experience with Datto’s BCDR and Networking and Security portfolio.
• Serve as the primary point of contact throughout the entire implementation process.
• Manage multiple partner implementation projects while providing both high-level and detailed business process consulting.
• Conduct assessment of partner needs, explain the product features and functionality, and how it relates to the business. Provide best practices for device/system setup to prevent unnecessary support requests.
• Define product specifications for the partner and end-users' installation.
• Respond to partner inquiries and direct the resolution of outstanding issues.
• Review partner device fleets, identifying issues and providing best practice improvements.
• Monitor partner use and adoption of the software throughout the implementations.
• Seek opportunities to sell additional devices or professional services and help scope implementation and professional services engagements pre-sales.

About You:

• Demonstrated experience in a Technical Support or Consulting environment.
• Excellent customer service and communication skills
• Ability to manage several complex customer engagements simultaneously.
• Demonstrated ability to stay up to date with new feature releases and stay aware of common problem cases.
• Demonstrated track record of being a resident Subject Matter Expert or Technical Trainer with complex platforms.
• 3-5 years implementation experience with similar products
• BA/BS in Business, Information Technology, or related field, or equivalent experience

Technical:

• Strong technical aptitude, with an understanding of BCDR and networking software
• Experience with Desktop/Server OS and applications
• Core understanding of Linux based systems.
• Knowledge of general IT infrastructure, Networking, Windows Server and Cisco technologies, Active Directory, Virtualization, Linux, etc.
• Knowledge and familiarity with common Windows boot failure (BSOD) troubleshooting
• Knowledge of Virtualization technologies, VLAN's, IPSec Tunnels, OpenVPN, and familiarities with Hypervisor Virtual Machine configuration and Virtual Disk Image formats such as VHD(x) and VMDK files
• Bonus: Familiarity with Disaster Recovery procedures and planning
• Bonus: Familiar with network filesharing protocols such as Samba, iSCSI, SFTP etc.
• Bonus: Awareness of VSS writer backup technology