Technical Account Manager (Americas)

Requisitos e responsabilidades

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Essential Functions

Own technical relationship and outcomes for a portfolio of enterprise customers, acting as the primary technical point-of-contact for ongoing success and support coordination.
Identify, manage, and drive resolution of critical technical issues (escalations) and customer-impacting risks; coordinate necessary support activities across Platform9 Support, Engineering, Product, and partner/3rd-party vendors in multi-vendor environments.
Monitor and manage open cases during business hours; ensure clear prioritization, timely updates, and strong issue hygiene (repro steps, logs, timelines, customer impact, and workaround status).
Perform environment assessments and documentation, including architecture reviews, configuration validation, and operational readiness checks for production clusters.
Plan and guide lifecycle activities, including upgrades, patching, expansion, capacity planning, and release planning—aligned with customer maintenance windows and change processes.
Proactively analyze risk using known issues, release notes, bug advisories, and customer-specific configurations; provide clear, actionable guidance to reduce incidents and downtime.
Monitor customer environments using available telemetry/health signals (where enabled) and customer-shared observability data to identify trends, emerging issues, and optimization opportunities.
Ensure adherence to Platform9 best practices for reliability, security, and performance (e.g., HA design, networking/storage configuration, cluster operations, RBAC, and upgrade practices).
Prepare and deliver periodic and custom reports (e.g., case review summaries, incident postmortems, health checks, adoption progress, operational risks, upgrade readiness).
Communicate new capabilities and recommendations (new features, platform changes, field/product alerts, and operational guidance) in a way that’s relevant to the customer’s goals.
Educate customers on Platform9 tools, workflows, and operational patterns; drive enablement for platform administrators and operators.
Compile and deliver root cause analysis as required, coordinating internally to ensure completeness and clarity (symptoms, contributing factors, corrective actions, prevention).
Represent Platform9 in recurring support/customer success meetings (e.g., weekly operational check-ins, incident reviews, QBRs/EBRs), translating technical status into business impact.
Manage special projects as assigned by management to meet customer and cross-functional team needs (e.g., onboarding improvements, escalation process refinement, product feedback loops).

Core skills

Excellent written and verbal communication skills, including the ability to explain complex technical issues to both technical and non-technical audiences.
Strong interpersonal skills and customer service mindset; ability to build trust with customer stakeholders and collaborate effectively across internal teams.
Account management and project/program management experience—comfortable driving action plans, timelines, and executive-ready status updates.
Strong aptitude for learning new technologies and applying them in customer-facing environments.
Creative, structured approach to problem solving; strong troubleshooting instincts and escalation leadership.

Core skills

Linux systems administration (Ubuntu/RHEL), including troubleshooting systemd, networking, storage, performance, and logs.
Kubernetes and cloud-native operations (clusters, CNI/CSI concepts, core components, upgrades, RBAC, and troubleshooting workloads).
OpenStack and/or private cloud infrastructure (compute, networking, and storage concepts; HA/availability patterns; and operational troubleshooting).
Virtualization technologies (KVM/QEMU/libvirt; familiarity with VMware environments and migration considerations is a plus).
Networking (TCP/IP, routing/switching fundamentals, VLANs, MTU/jumbo frames, LACP/bonding, DNS/DHCP; familiarity with overlays like VXLAN/EVPN is a plus).
Storage/infrastructure integrations (Ceph concepts, iSCSI/NFS fundamentals, CSI drivers, storage performance and latency troubleshooting).
Automation/Infrastructure as Code (Terraform/Ansible, Git-based workflows, scripting with Bash/Python).
Observability and troubleshooting (metrics/logs/traces basics; Prometheus/Grafana/ELK-style stacks familiarity; packet capture basics).

Operational expectations

Ability to follow standard engineering principles and practices (change management, incident handling, postmortems, documentation).
Travel to customer domestic sites and other global sites as necessary.
24x7 availability for after-hours on-call support for critical customer issues (per rotation/policy).

Responsibility

Responsible for a mix of structured and unstructured work, applying experience and judgment to solve routine to moderately complex problems and to drive cross-team outcomes for escalations and risk reduction.

Interaction

Works primarily with customer technical stakeholders (Admin/Engineering/Operations) and internal teams ranging from Staff to Director level (Support, Engineering, Product, Sales, Services).
Receives general direction on routine work and detailed direction on new projects/assignments; participates in ongoing prioritization and activity review.
Expected to be a key contributor and, at times, a lead on team initiatives that improve customer outcomes and operational excellence.

Education and Experience

Minimum of 8 years of relevant experience is required. Prior experience as a Technical Support Engineer, Escalations Engineer, Technical Account Manager, SRE/DevOps Engineer, Systems Engineer, and/or Project/Program Manager is preferred.
Bachelor’s degree in Computer Science, Electrical Engineering, or a related field (or equivalent practical experience).
Industry certifications are a plus, such as CKA/CKAD, RHCE, CCNA/CCNP, OpenStack-related certifications, cloud provider certifications (AWS/Azure/GCP), or comparable credentials.

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