Job Description
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’llbe 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.
Qualifications
Premium 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.
What You Will Need To Be Successful:
- 5–8+ years in technical customer‑facing roles (TAM, Senior Support/Customer Engineer, Solutions/Systems Engineer) supporting SaaS, data/analytics, or IoT/edge platforms.
- Demonstrated Tier‑3 troubleshooting across application, data, API, and network/performance layers.
- Working knowledge of APIs/Integration, Data & Observability, Cloud & Ops, Endpoints/Edge/MDM‑UEM.
- Experience leading P1/P2 incidents and producing professional RCAs.
About Us:
Who we are:
Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we're just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.
We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more.
As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at
www.bradycorp.com
Why work at Brady:
A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.
Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.
Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.
Our Benefits:
- Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
- Generous 401(k) with company match
- Paid time off and holidays
- Opportunity to participate in incentive programs for all full-time employees
- Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
- Education reimbursement opportunities
- Scholarship program for children of Brady employees
- A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
- Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
- Dress-for-your-day dress code
- Charitable contributions matched through Brady's Matching Gift program
