Enterprise Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical point of contact for premium OCI clients

• Deliver expert troubleshooting across infrastructure, networking, compute, storage, virtualization, and cloud platform services

• Manage critical technical incidents from initial response to resolution

• Coordinate complex issues among engineering, operations, security, networking, and product teams

• Maintain customer communications throughout the lifecycle of major incidents

• Facilitate technical onboarding for new premium clients

• Review customer architecture and deployment strategies

• Assist customers with: OCI tenancy configuration, Identity and access management, Networking, DNS, Virtual Cloud Networks (VCNs), Load balancers, Compute provisioning, Storage configuration, Monitoring, Backup strategies

• Validate production readiness prior to launch

• Provide best practice recommendations regarding: High availability, Disaster recovery, Scalability, Security posture, Cost optimization, Resource sizing, Performance optimization, Networking design, Identity management, Monitoring and observability

• Conduct regular operational health reviews

• Monitor customer environments for operational risks

• Identify optimization opportunities before issues arise

• Suggest service enhancements and new OCI functionalities

• Review platform usage and adoption

• Drive customer success initiatives for strategic accounts

• Recommend automation possibilities

• Identify recurring issues that should be addressed through documentation, tooling, or product enhancements

• Contribute to internal knowledge base articles and runbooks

• Collaborate closely with: Technical Operations, Product Management, Engineering, Security, Customer Success, Professional Services, and Sales to ensure an exceptional experience for premium customers.

⛳️ Requirements

• 5+ years of experience supporting enterprise cloud infrastructure

• Experience in administering Oracle Cloud Infrastructure (OCI), AWS, Azure, or Google Cloud

• Strong comprehension of: Virtual networking, Linux administration, DNS, Firewalls, Virtual machines, Storage, IAM, Monitoring, Backup, and disaster recovery

• Experience handling customer-facing technical escalations

• Exceptional written and verbal communication capabilities

• Strong project management and customer relationship abilities

• Preferred Qualifications: OCI Architect or OCI Professional certification

• Experience supporting hosting or managed infrastructure platforms

• Familiarity with Kubernetes, containers, and virtualization

• Experience with Infrastructure as Code (preferably Terraform)

• Experience in supporting databases, web servers, and application hosting environments.

🏝️ Benefits

• Excellent Health Insurance options to suit your needs

• HSA

• Medical

• Dental

• Vision

• Matching 401K

• Life/AD&D/STD/LTD

• Tuition Reimbursement

• Pet Insurance

• Generous vacation policy