Technical Account Manager

Job Description

Do you ever wonder what happens inside the cloud DigitalOcean (NYSE: DOCN) simplifies cloud computing so builders can spend more time creating software that changes the world. With our mission-critical infrastructure and fully managed offerings, DigitalOcean enables startups and small and medium-sized businesses (SMBs) to rapidly deploy and scale modern applications. As a remote-first organization, our employees, like our customers, are based around the world.We want people who are passionate about solving complex cloud infrastructure challenges for our customers.We are looking for a Technical Account Manager with expertise in cloud infrastructure to help businesses grow and scale on DigitalOcean. Reporting to the Director of Customer Success and Solutions, the TAM will work closely with the account team and the customer to work through technical obstacles, enable the adoption of DigitalOcean products, and work cross-functionally with Product, Engineering and Support teams to advocate for the voice of the customer.This is an amazing growth opportunity for highly motivated individuals to work closely with our most dynamic customers; startups and entrepreneurs building the next generation of game-changing apps. Technical depth, excellent communication skills and a self-starter mentality are needed. What Youll Be Doing:
• Provide the technical relationship management for all assigned accounts, by learning about and documenting each customer s solution.
• Develop deep expertise on the DigitalOcean product portfolio and the evolving Cloud landscape
• Provide technical consultation and guidance on best practices in a way that both technical and non-technical decision-makers can understand the value of DigitalOcean s offerings.
• Proactively notify and assist customers with change management.
• Work directly with Customer Success to ensure expansion and retention of businesses as they build on top of our cloud.
• Liaise with Engineering and Support teams to ensure customer escalations and obstacles to growth are resolved in a timely fashion.
• Advocate for the voice of the customer in order to identify and drive improvements to the DigitalOcean product portfolio
• Work both independently and collaboratively with a Global team of highly talented Technical Account Managers
What Youll Add to DigitalOcean:
• Proven professional experience with cloud infrastructure experience, or equivalent education
• Deep knowledge of Linux and distributed systems
• Knowledge of provisioning and deployment strategies and tools
• Passionate about customer experience
• Ability to balance the demands of multiple stakeholders, define priorities and set appropriate expectations
• Passionate about technology and open source projects
• Strong communication skills, with the ability to explain technical concepts in clear and concise terms
• Quickly learn DigitalOcean systems and adapt to rapid changes
• Highly motivated with a self-starter mentality
• 5+ years of experience in customer support.
• 3 years of experience in a customer-facing role interfacing with executive stakeholders, driving customer technical implementation, or transformation programs.
• Working knowledge of LB, VPC, Kubernetes, Storage.
• Working knowledge of DBs (MongoDB, MySQL,PostgreSQL, Redis).
• Skilled in solving network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• Comfortable troubleshooting issues with software engineering customers for the resolution of their issues.
• Collaborative and enthusiastic to work with other internal DigitalOcean teams.
• Demonstrates a customer-centric mindset and passion for their advocacy.
• Experience collaborating with channel partners, systems integrators, and third-party developers (if required) to deliver high-impact solutions.
• Experience translating business requirements into technological solutions.
• Experience supporting customers in cloud operations (e.g., launch and capacity planning, product release management), technical support, escalation management, or IT consulting.
• Must have the ability to see patterns and deconstruct problems to develop solutions.
Extra Credit:
• Cloud certifications are highly desired
• Programming/Scripting: Ruby, Python, Go, Bash
• Source Code: Git
• Automation: Terraform, Ansible, Chef, Puppet, Saltstack
• Virtualization: KVM, Xen
• Databases: MongoDB, MySQL, Redis, PostgreSQL
• Open Source: CoreOS, Docker, Kubernetes, Vagrant
• DigitalOcean: API, libraries, services
Why You ll Like Working for DigitalOcean:
• We reward our employees. The salary range for this position is based on relevant years of experience and skills. Employees 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 grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. In the United States, these include health insurance, unlimited vacation, retirement benefits, a generous parental leave program, and additional resources to support employees overall well-being. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
*This is a remote role#LI-Remote,

Keyskills :
project managementaccount managementdeliveryhealth insurancechannel partnerstechnical supportcapacity planningproduct portfolioretirement benefitsequity compensation