[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, dedicated to simplifying cloud technology for developers and businesses. As a Senior Technical Account Manager, you will partner with key business customers, ensuring they receive the guidance and resources needed to succeed while leveraging your technical knowledge to enhance their cloud experience.

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

• We provide employees with 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
• You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance.
• We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program.

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