Enterprise Technical Account Manager

Premium Technical Support

Serve as the primary technical contact for premium OCI customers. Provide expert troubleshooting for infrastructure, networking, compute, storage, virtualization, and cloud platform services. Manage critical technical incidents from initial response through resolution. Coordinate complex issues across engineering, operations, security, networking, and product teams. Own customer communications throughout the lifecycle of major incidents.

Customer Onboarding

Lead technical onboarding for new premium customers. Review customer architecture and deployment plans. 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 before launch.

Architecture Guidance

Provide Best Practice Recommendations For High availability, Disaster recovery, Scalability, Security posture, Cost optimization, Resource sizing, Performance optimization, Networking design, Identity management, Monitoring and observability. While this role provides architectural guidance, it is not responsible for designing or implementing customer applications.

Proactive Customer Success

Conduct recurring operational health reviews. Monitor customer environments for operational risks. Identify optimization opportunities before issues occur. Recommend service improvements and new OCI capabilities. Review platform usage and adoption. Drive customer success plans for strategic accounts.

Technical Guidance

Recommend automation opportunities. Identify recurring issues that should be addressed through documentation, tooling, or product improvements. Contribute to internal knowledge base articles and runbooks. Cross-Functional Leadership: Partner Closely With Technical Operations, Product Management, Engineering, Security, Customer Success, Professional Services, Sales Engineering to ensure an exceptional premium customer experience.

Who You Are & What You’ll Need to Succeed

• 5+ years supporting enterprise cloud infrastructure.
• Experience administering Oracle Cloud Infrastructure (OCI), AWS, Azure, or Google Cloud.
• Strong understanding of: Virtual networking, Linux administration, DNS, Firewalls, Virtual machines, Storage, IAM, Monitoring, Backup and disaster recovery.
• Experience managing customer-facing technical escalations.
• Excellent written and verbal communication skills.
• Strong project management and customer relationship skills.

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 (Terraform preferred).
• Experience supporting databases, web servers, and application hosting environments.

Success Metrics

• Customer onboarding time.
• Premium customer satisfaction (CSAT).
• First response SLA attainment.
• Mean time to resolution (MTTR).
• Renewal rate of premium customers.
• Reduction in repeat technical issues.
• Adeoption of recommended best practices.
• Number of proactive customer health reviews completed.
• Customer expansion and retention influence.

Why You’ll Love Us

• Work-life balance.
• Celebrate one another’s differences.
• Foster a culture of diversity and inclusion.
• Culture of belonging.
• Excellent Health Insurance options.
• Matching 401K.
• Tuition Reimbursement.
• Pet Insurance.
• Generous vacation policy.

Where Can We Take You?

• Helps employees learn different aspects of the business.
• Be challenged with new tasks.
• Be mentored.
• Grow careers.