Enterprise Technical Account Manager
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Job Description
Enterprise Technical Account Manager providing expert technical guidance and onboarding for OCI customers. Managing incidents and driving customer success in cloud environments.
Responsibilities:
- 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
- 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
- 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
- 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
- Recommend automation opportunities
- Identify recurring issues that should be addressed through documentation, tooling, or product improvements
- Contribute to internal knowledge base articles and runbooks
- Partner closely with: Technical Operations, Product Management, Engineering, Security, Customer Success, Professional Services, Sales to ensure an exceptional premium customer experience.
Requirements:
- 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.
Benefits:
- Excellent Health Insurance options to fit you
- HSA
- Medical
- Dental
- Vision
- Matching 401K
- Life/AD&D/STD/LTD
- Tuition Reimbursement
- Pet Insurance
- Generous vacation policy
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