Alice & Bob

Technical Account Manager

• Ensure on-site operational excellence of the quantum system
• Monitor system health, performance, and availability using internal tools and dashboards
• Anticipate risks and proactively prevent incidents
• Perform first-level diagnosis and troubleshooting on complex hardware and software systems
• Manage incidents, tickets, and service continuity
• Own the incident lifecycle from detection to resolution
• Ensure SLA compliance and fulfill contractual commitments
• Produce incident analyses, root cause summaries, and corrective action plans
• Act as the technical interface with the client
• Represent Alice & Bob within the client’s operational governance structures
• Participate in operational committees, reviews, and performance reporting
• Build trusted relationships with client stakeholders and scientific users
• Coordinate internal technical stakeholders
• Escalate complex issues to expert teams (R&D, Engineering, Tech Ops)
• Provide structured field feedback to improve products and operations
• Contribute to operational documentation and the knowledge base
• Support continuous improvement and operational readiness
• Participate in operational readiness reviews and audits
• Contribute to service delivery process improvements
• Support alignment between operational reliability and scientific usage

Technical Account Manager – Quantum Computing

IT Support

• Handle general IT ticketing and problem escalation.
• Support and manage IT onboarding and offboarding of employees: prepare, install the workstations (through automation), access rights, inventory, and return of equipment.
• Manage setup of computers and videoconferencing equipment, and basic setup of other IT equipment such as servers or network hardware.
• Provide local support to users on their computers (Windows, MacOS, Linux) and the IT infrastructure.
• Troubleshoot, diagnose and intervene on IT software and hardware issues.
• Handle the security and conformity of our devices included in our mobile device management servers (Windows, macOS)
• Manage the inventory of all IT assets (computers, accessories, monitors, printers, videoconferencing, audio/video, networking, phones ….) and licenses.
• Manage IT software licenses, accounts and access rights (User directory, office suite, messaging, knowledge base, password manager, VPN… )
• Manage IT devices and software lifecycles (procurement, assignment, audit, repair, shipping, re-use, renewal, end-of-life)
• Follow cases with support vendors.
• Create, maintain, and update the IT knowledge base with up-to-date and accurate procedures/working instructions.
• Identify ways to improve, and automate IT processes and develop the needed toolset.
• Manage IT-related matters during office changes.

Technical Account Manager – Quantum Computing

IT Technician