Technical Account Manager (Technical Service Delivery) - remote in the US

Mirantis • Austin, TX

7d • Remote

About The Position

This is a strategically technical, client-facing management role, leading enterprise clients through complex production infrastructure challenges and ensuring operational excellence across Mirantis platforms. As a Technical Account Manager (Technical Service Delivery), you will be the primary technical owner for a set of enterprise clients operating Mirantis platforms in production environments.
This role guides clients through incidents, upgrades, and architectural decisions, ensuring their platforms remain stable, performant, and prepared for future growth.
You will work closely with Support, Engineering, and Customer Success teams, acting as a trusted technical advisor to client engineering teams and senior stakeholders responsible for mission-critical systems. You will also lead strategic account reviews, present platform health and risk to executives, and provide recommendations that influence operational direction and long-term platform strategy.

Requirements

• 5+ years of experience in technical account management, service delivery, or similar client-facing, infrastructure-focused leadership roles.
• Proven experience providing technical leadership and operational guidance for enterprise, regulated, or high-performance production environments, leveraging OpenStack, Kubernetes, and hybrid cloud infrastructure.
• Strong understanding of core OpenStack components (Nova, Neutron, Cinder, Keystone, Glance), Linux systems, distributed systems, networking, and storage from a strategic, operational perspective.
• Demonstrated ability to lead high-severity incidents, escalate appropriately, and communicate effectively with executives and engineering teams.
• Ability to provide architectural guidance and strategic recommendations, including OS, hardware, and platform upgrades, balancing operational, technical, and business considerations.
• Ability to provide proactive risk identification and mitigation guidance.

Responsibilities

• Own the technical relationship
• Act as the primary technical authority for assigned enterprise clients.
• Develop a deep understanding of client environments across compute, control plane, networking, storage, and security layers in OpenStack and Kubernetes.
• Build long-term trust through sound technical judgment, structured communication, and strategic guidance.
• Lead Quarterly Business Reviews (QBRs) and other executive-facing sessions, clearly presenting platform health, risks, remediation strategies, and future operational plans.
• Translate complex technical issues into actionable insights for both technical teams and executive leadership, balancing technical depth with strategic clarity.
• Lead support delivery and escalations
• Lead high-severity (P0/P1) incidents and enterprise escalation calls, driving war rooms, structured triage, and root cause analysis across infrastructure layers.
• Coordinate cross-functional internal teams and provide guidance to clients and executives on technical trade-offs, operational risk, and remediation strategy.
• Assess complex operational scenarios, including hardware, OS, and platform upgrades, and provide informed recommendations that ensure reliability, performance, and scalability.
• Improve platform health and operations
• Conduct regular platform health reviews and risk assessments.
• Identify recurring issues and implement long-term operational improvements, advising on architecture, lifecycle, and capacity decisions to reduce risk and optimize performance.
• Proactively identify operational and performance risks, guiding clients on mitigation strategies before they impact production.
• Guide clients through upgrades, lifecycle management, and capacity planning.
• Drive adoption and value
• Help clients adopt and effectively operate Mirantis technologies, including Mirantis Kubernetes Engine (MKE), Mirantis Container Runtime (MCR), k0rdent, Lens, Mirantis OpenStack
• Partner with Customer Success on retention, renewals, and expansion, leveraging technical credibility and operational insight.

Benefits

• Work with an established Silicon Valley leader in the cloud infrastructure industry.
• Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies.
• Be a part of cutting-edge, open-source innovation.
• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.
• Receive a competitive compensation package with strong benefits plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed