Website IGEL
IGEL For Logistics
Job Title: Technical Relationship Manager – Endpoint OS & Virtual Desktop Infrastructure (VDI)
Location: Remote – United States (See Approved States List Below)
Company: IGEL
Department: Customer Experience
Employment Type: Full-Time, Permanent
Experience Level: 5+ Years Enterprise Customer Support + 5+ Years VDI/EUC Engineering
Industry: Endpoint Management / Virtualization / Secure Edge Computing
Also See: Senior Business Analyst
About IGEL
IGEL is the global leader in secure endpoint operating systems for the modern enterprise. Our flagship product, IGEL OS, powers hundreds of thousands of virtual desktops, thin clients, and edge devices for the world’s largest organizations—across healthcare, finance, government, and manufacturing.
We are not just a software company. We are the trusted platform for Citrix, VMware, and Microsoft AVD environments, enabling secure, high-performance access to mission-critical applications. Our culture is built on trust, empowerment, and continuous innovation. We run on feedback, we value autonomy, and we invest deeply in our people.
Eligibility Note – Approved States:
Due to compliance and tax reporting requirements, this role is open to candidates residing in the following states: AR, AZ, CA, CT, DC, DE, FL, GA, IA, IL, IN, MA, MD, MI, MO, NC, NJ, NY, OH, OR, PA, TX, UT, SC, VA, WA, WI.
The Opportunity: Technical Relationship Manager
As an IGEL Technical Relationship Manager (TRM) , you are the trusted technical advisor and strategic anchor for our most important enterprise customers. You do not simply respond to tickets—you proactively shape their technology roadmap, ensuring they extract maximum value from IGEL across thousands (or tens of thousands) of endpoints.
You are the central focal point between the customer and every functional division within IGEL: Support, Engineering, Product Management, and Sales. You translate their operational reality into our product roadmap. You anticipate their future needs before they articulate them. You are, quite simply, the reason they renew and expand.
This is a high-autonomy, high-visibility role for a seasoned VDI/EUC professional who is equally comfortable troubleshooting packet traces and presenting executive-level account strategies.
What You’ll Own
Strategic Customer Partnership
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Develop and maintain deep, positive strategic relationships with enterprise customers, from operational IT managers to C-level executives.
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Serve as the customer’s trusted IGEL advisor, providing ongoing technical guidance and best-practice consultation.
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Align IGEL’s technology roadmap with the customer’s long-term business objectives and digital workspace strategy.
Technical Knowledge Transfer & Enablement
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Deliver proactive knowledge transfer on IGEL products, features, and functionality.
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Educate customers on endpoint OS optimization, firmware management, and UDC (Unified Device Configuration) strategies.
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Ensure customers are fully enabled to self-serve, while knowing you are their escalation path when complexity demands it.
Incident Escalation & Resolution Leadership
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Act as the central escalation owner for critical support incidents, driving resolution across internal and external stakeholders.
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Assist in routing complex technical queries to the appropriate engineering or support channels.
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Ensure customers experience a seamless, high-velocity path to resolution.
Voice of the Customer to Product Management
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Capture, validate, and champion customer feature requests directly to IGEL Product Management.
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Provide market-informed feedback that shapes future IGEL OS capabilities, management tools, and partner integrations.
Account Planning & Expansion
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Develop and align comprehensive account plans with each customer, documenting:
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Current environment and deployment maturity
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Business priorities and technical constraints
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Technology adoption roadmap and expansion opportunities
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Ratify project plans and provide guidance on upgrades, migrations, and new use cases.
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Leverage deep environmental knowledge to uncover additional IGEL product sales opportunities in partnership with the sales team.
Proactive Improvement & Efficiency
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Continuously monitor customer environments to proactively identify optimization opportunities.
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Drive improvements in endpoint performance, security posture, and manageability.
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Ensure customers achieve measurable efficiency gains from their IGEL investment.
What You Bring (Required Qualifications)
Technical Experience & Domain Expertise
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5+ years directly supporting enterprise-level customers in a Technical Relationship Manager, Customer Success Engineer, or Solutions Architect capacity.
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5+ years relevant engineering, consulting, or systems integration experience with IT vendors or Value-Added Resellers (VARs) .
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5+ years hands-on experience with virtualization technologies, specifically:
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Citrix (Virtual Apps and Desktops)
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VMware (Horizon, vSphere)
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Microsoft AVD / Windows 365
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2+ years direct experience managing IGEL products within a customer environment (IGEL OS, UDC, IGEL Cloud Gateway, or IGEL Workspace Edition).
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Deep working knowledge of:
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Common networking concepts and protocols (TCP/IP, DHCP, DNS, VLANs, 802.1x, RADIUS)
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Directory services (Active Directory, LDAP)
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Windows and Linux operating systems (troubleshooting, log analysis, performance tuning)
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Scripting languages (PowerShell, Bash, Python) – familiarity preferred
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Database platforms (Oracle, MSSQL, MySQL) – familiarity a plus
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Certifications (Highly Preferred)
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Industry-standard certifications in relevant technologies:
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Citrix: CCA-V, CCP-V, CCE-V
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VMware: VCP-DCV, VCP-DTM, VMware Horizon
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Microsoft: MCSE, Azure Virtual Desktop Specialty
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Linux: RHCSA, RHCE, or equivalent
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IGEL: IGEL Certified Engineer (preferred, training available)
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Personal Competencies
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Exceptional interpersonal and communication skills—able to translate complex technical concepts into clear business value.
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Proactive, self-starting mindset—you don’t wait for problems to escalate; you anticipate and mitigate.
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Comfortable under pressure—able to manage multiple customer priorities, escalations, and strategic initiatives simultaneously.
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Team player—willing to pitch in, share knowledge, and support colleagues across all aspects of company life.
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Adaptable—thrives in an environment of continuous innovation and evolving customer needs.
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Excellent self-management—strong personal organization, time-keeping, and remote work discipline.
Why Join IGEL?
Compensation & Benefits
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Competitive base salary commensurate with experience.
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Comprehensive health benefits: Medical, Dental, Vision, and Prescription—employee premiums fully covered by IGEL.
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11 company-paid holidays per year.
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18–22 days of PTO (18 in year 1, 20 from year 2, 22 after 5 years).
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10 days sick time annually, with rollover of unused days.
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401(k) plan with 100% company match up to $15,000 per year.
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Paid maternity and paternity leave.
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Monthly home office allowance.
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Company-paid life insurance, LTD, and STD.
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Wellbeing apps: Rightway, Headspace, Wellhub.
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Employee Assistance Program (EAP) and Financial Wellness tool.
Culture & Work Environment
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100% Remote – Work from anywhere in approved US states.
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Flexible working hours – Design your schedule around your life and your customers.
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Training & Development – Continuous learning opportunities and certification support.
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President’s Club – Recognition and rewards for top performers.
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Amazing culture – Run on trust, empowerment, and feedback. Positive, inspiring, and collaborative.
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Highly motivated team – Already looking forward to your partnership in developing strategies and achieving shared goals.
Ready to Become the Trusted Advisor Every Enterprise Customer Deserves?
If you are a VDI/EUC professional who believes that technical depth and strategic relationship management are not mutually exclusive—and you are ready to own the success of the world’s largest IGEL deployments—we want to meet you.
Apply Now: IGEL – Technical Relationship Manager
Please note: Due to compliance requirements, this role is only open to candidates residing in the approved states listed above. Applications from outside these states cannot be considered.