[Remote] Senior Technical Account Manager
Note: The job is a remote job and is open to candidates in USA. DigitalOcean is a leading cloud infrastructure provider focused on simplifying cloud technology for developers. The Senior Technical Account Manager will act as a strategic partner for key business customers, guiding them in optimizing their use of the cloud platform to achieve their business goals.
Responsibilities
- Develop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystem
- Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholders
- Conduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environments
- Maintain knowledge of cloud infrastructure best practices and recent technologies through the regular attainment and maintenance of important cloud technology certifications and coursework
- Manage and maintain DigitalOcean’s key accounts
- Partner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloads
- Conduct QBRs with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growth
- Identify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investments
- Collaborate with internal teams, such as Engineering, Marketing, and Account Managers, to align customer needs with DigitalOcean’s strategic goals
- Proactively monitor customer usage trends, identify potential risks, and uncover new opportunities for growth and adoption
- Act as the voice of the customer within DigitalOcean, ensuring their needs are represented in product development and support processes
- Liaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiences
- Deliver compelling presentations to articulate the benefits and functionality of DigitalOcean’s offerings to customers
- Contribute to internal and external technical documentation, and provide training for DigitalOcean’s teams and partners to ensure knowledge transfer
- Develop tools and scripts to streamline DigitalOcean’s technical engagements, improving the efficiency of the Technical Account Management functions
- Stay current with industry trends and best practices to continuously enhance DigitalOcean's customer engagement strategies
Skills
- Proven experience in cloud infrastructure and deep knowledge of Linux, distributed systems, and automation
- Programming or development experience, with basic skills in at least one mainstream language (e.g., Python, Go)
- Understanding of provisioning and deployment strategies, with knowledge of tools like Terraform, Ansible, and Docker
- Proficiency with at least one major cloud platform (AWS, Google Cloud Platform, or Azure)
- Proven track record of successfully troubleshooting technical problems
- Familiarity with version control (e.g., Git), SQL and basic database administration, CI/CD tools, and AI/ML infrastructure principles
- Passionate about delivering exceptional customer experiences, with a history of building successful technical solutions that align with business goals
- Ability to manage multiple stakeholders, prioritize effectively, and set clear expectations
- Strong analytical skills to monitor customer trends and identify opportunities for improvement and growth
- Experience advocating for customer needs and translating feedback into actionable insights
- Strong verbal and written communication skills, capable of translating complex technical concepts for varied audiences
- Ability to create and deliver technical presentations and training sessions that resonate with customer needs
- Self-starter with a passion for technology and open-source projects, eager to learn new tools and systems
- Quick to adapt to changes in the cloud ecosystem, always looking for ways to improve customer engagement and technical solutions
- Extra credit for experience in (Technical) Customer Success, Solutions Engineering, or Technical Account Management roles, particularly within fast-paced startup environments
- Cloud certifications (AWS/GCP/Oracle/Azure) and NVIDIA certifications for GPU and AI/ML
- Experience with networking (Cisco/Juniper), automation tools (Terraform, Ansible), virtualization (KVM, Xen), and databases (e.g., MongoDB, MySQL)
- Familiarity with open-source technologies, such as Docker, Kubernetes (CKA/CKE), and DigitalOcean's API
- Linux certifications (e.g., RHCSA/RHCE)
- Experience working with large CRMs like Gainsight and Salesforce
Benefits
- Reimbursement for relevant conferences, training, and education
- All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development
- Employee Assistance Program
- Local Employee Meetups
- Flexible time off policy
- Bonus in addition to base salary; bonus amounts are determined based on company and individual performance
- Equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program
Company Overview
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