Enterprise Technical Account Manager

Newfold Digital•Florida - Remote, FL

1d•Remote

About The Position

Bluehost is seeking a highly technical, customer-focused Enterprise Technical Account Manager to provide white-glove support for customers running workloads on Oracle Cloud Infrastructure (OCI). The role combines customer onboarding, technical guidance, proactive customer success, and premium technical support to help customers deploy, operate, and optimize cloud environments. As the primary technical advisor for premium support customers, the role aims to accelerate time-to-value, improve operational health, reduce downtime, and increase retention through proactive engagement and expert technical guidance. The position provides expert troubleshooting and incident coordination, leads technical onboarding, reviews customer architectures and deployment plans, and offers recommendations for cloud architecture and operations. It also conducts recurring health reviews, identifies risks and optimization opportunities, contributes to internal documentation and tooling improvements, and collaborates with teams across the organization. The role provides architectural guidance but is not responsible for designing or implementing customer applications. The position’s success is measured through onboarding time, customer satisfaction, response SLA attainment, time to resolution, premium customer renewal and retention, reduction in repeat issues, adoption of recommended practices, and completion of proactive health reviews. The intended outcome is a scalable premium support experience with trusted advisory relationships, faster resolution, and greater adoption of OCI best practices.

Requirements

At least 5 years supporting enterprise cloud infrastructure.
Experience administering Oracle Cloud Infrastructure (OCI), AWS, Azure, or Google Cloud.
Strong understanding of virtual networking, Linux administration, DNS, firewalls, virtual machines, storage, IAM, monitoring, backup, and disaster recovery.
Experience managing customer-facing technical escalations.
Excellent written and verbal communication skills.
Strong project management and customer relationship skills.

Nice To Haves

OCI Architect or OCI Professional certification.
Experience supporting hosting or managed infrastructure platforms.
Familiarity with Kubernetes, containers, and virtualization.
Experience with Infrastructure as Code; Terraform is preferred.
Experience supporting databases, web servers, and application hosting environments.

Responsibilities

Serve as the primary technical contact for premium OCI customers and provide expert troubleshooting across infrastructure, networking, compute, storage, virtualization, and cloud platform services.
Manage critical technical incidents from initial response through resolution, coordinating complex issues across engineering, operations, security, networking, and product teams.
Own customer communications throughout major incident lifecycles.
Lead technical onboarding for new premium customers; review customer architecture and deployment plans; and assist with OCI tenancy configuration, identity and access management, networking, DNS, VCNs, load balancers, compute provisioning, storage, monitoring, and backup strategies.
Validate production readiness before customer launch.
Provide best-practice recommendations for high availability, disaster recovery, scalability, security, cost optimization, resource sizing, performance, networking design, identity management, and monitoring and observability.
Conduct recurring operational health reviews, monitor environments for risks, identify optimization opportunities, recommend service improvements and OCI capabilities, review platform usage and adoption, and drive success plans for strategic accounts.
Recommend automation opportunities and identify recurring issues for resolution through documentation, tooling, or product improvements.
Contribute to internal knowledge base articles and runbooks.
Partner with Technical Operations, Product Management, Engineering, Security, Customer Success, Professional Services, and Sales Engineering to support the premium customer experience.