[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.ResponsibilitiesDevelop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystemHelp design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholdersConduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environmentsMaintain knowledge of cloud infrastructure best practices and recent technologies through the regular attainment and maintenance of important cloud technology certifications and courseworkManage and maintain DigitalOcean’s key accountsPartner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloadsConduct QBRs with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growthIdentify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investmentsCollaborate with internal teams, such as Engineering, Marketing, and Account Managers, to align customer needs with DigitalOcean’s strategic goalsProactively monitor customer usage trends, identify potential risks, and uncover new opportunities for growth and adoptionAct as the voice of the customer within DigitalOcean, ensuring their needs are represented in product development and support processesLiaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiencesDeliver compelling presentations to articulate the benefits and functionality of DigitalOcean’s offerings to customersContribute to internal and external technical documentation, and provide training for DigitalOcean’s teams and partners to ensure knowledge transferDevelop tools and scripts to streamline DigitalOcean’s technical engagements, improving the efficiency of the Technical Account Management functionsStay current with industry trends and best practices to continuously enhance DigitalOcean's customer engagement strategiesSkillsProven experience in cloud infrastructure and deep knowledge of Linux, distributed systems, and automationProgramming 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 DockerProficiency with at least one major cloud platform (AWS, Google Cloud Platform, or Azure)Proven track record of successfully troubleshooting technical problemsFamiliarity with version control (e.g., Git), SQL and basic database administration, CI/CD tools, and AI/ML infrastructure principlesPassionate about delivering exceptional customer experiences, with a history of building successful technical solutions that align with business goalsAbility to manage multiple stakeholders, prioritize effectively, and set clear expectationsStrong analytical skills to monitor customer trends and identify opportunities for improvement and growthExperience advocating for customer needs and translating feedback into actionable insightsStrong verbal and written communication skills, capable of translating complex technical concepts for varied audiencesAbility to create and deliver technical presentations and training sessions that resonate with customer needsSelf-starter with a passion for technology and open-source projects, eager to learn new tools and systemsQuick to adapt to changes in the cloud ecosystem, always looking for ways to improve customer engagement and technical solutionsExtra credit for experience in (Technical) Customer Success, Solutions Engineering, or Technical Account Management roles, particularly within fast-paced startup environmentsCloud certifications (AWS/GCP/Oracle/Azure) and NVIDIA certifications for GPU and AI/MLExperience 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 APILinux certifications (e.g., RHCSA/RHCE)Experience working with large CRMs like Gainsight and SalesforceBenefitsWe 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 ProgramLocal Employee MeetupsFlexible time off policyYou 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.Company OverviewDigitalOcean provides a cloud platform to deploy, manage, and scale applications of any size. It was founded in 2012, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is http://www.digitalocean.com.