Technical Account Manager

DigitalOcean • Austin, TX

9d • Remote

About The Position

DigitalOcean’s Technical Account Management team partners with critical business customers to help them achieve desired outcomes through effective use of the cloud platform. The Technical Account Manager serves as a strategic partner to key customers, providing guidance, support, and resources to help them succeed, retain and grow their deployments, solve complex challenges, and maximize the value of their cloud infrastructure. The role combines technical consulting, customer advocacy, and strategic account engagement, with opportunities to influence product and support decisions through the voice of the customer.

The position involves designing and explaining cloud architectures, conducting technical consultations and workshops, managing key accounts, and guiding customer growth and optimization. It also includes coordinating with internal teams to address customer needs and escalations, delivering presentations and training, contributing technical documentation, and developing tools and scripts to improve the efficiency of technical engagements. The role is remote. The posting refers to the position as both “Technical Account Manager” and “Senior Technical Account Manager.”

Requirements

• Experience in cloud infrastructure, with deep knowledge of Linux, distributed systems, and automation.
• Programming or development experience and basic skills in at least one mainstream language, such as Python or Go.
• Understanding of provisioning and deployment strategies and knowledge of tools such as Terraform, Ansible, and Docker.
• Proficiency with at least one major cloud platform: AWS, Google Cloud Platform, or Azure.
• A proven track record of troubleshooting technical problems successfully.
• Familiarity with version control such as Git, SQL and basic database administration, CI/CD tools, and AI/ML infrastructure principles.
• A customer-focused approach and experience building technical solutions aligned with business goals.
• Ability to manage multiple stakeholders, prioritize effectively, and set clear expectations.
• Strong analytical skills to monitor customer trends and identify improvement and growth opportunities.
• Experience advocating for customer needs and translating feedback into actionable insights.
• Strong verbal and written communication skills, including the ability to explain complex technical concepts to varied audiences.
• Ability to create and deliver technical presentations and training sessions tailored to customer needs.
• Self-starter with an interest in technology and open-source projects and willingness to learn new tools and systems.
• Ability to adapt to changes in the cloud ecosystem and improve customer engagement and technical solutions.

Nice To Haves

• Experience in Technical Customer Success, Solutions Engineering, or Technical Account Management, particularly in fast-paced startup environments.
• Cloud certifications from AWS, GCP, Oracle, or Azure, or NVIDIA certifications for GPU and AI/ML.
• Experience with networking technologies such as Cisco or Juniper; automation tools such as Terraform or Ansible; virtualization such as KVM or Xen; or databases such as MongoDB or MySQL.
• Familiarity with open-source technologies such as Docker and Kubernetes, Kubernetes CKA/CKE certifications, or DigitalOcean’s API.
• Linux certifications such as RHCSA or RHCE.
• Experience with CRM platforms such as Gainsight and Salesforce.

Responsibilities

• Develop and maintain expertise in DigitalOcean’s product portfolio and the evolving cloud ecosystem.
• Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions to technical and non-technical stakeholders.
• Conduct technical consultation sessions and workshops to help customers manage their cloud environments independently.
• Maintain knowledge of cloud infrastructure best practices and recent technologies through certifications and coursework.
• Manage and maintain key DigitalOcean accounts, driving customer engagement, retention, and expansion of workloads.
• Conduct quarterly business reviews with key accounts, assess progress and evolving needs, and align on future growth strategies.
• Identify cost-reduction and performance-optimization opportunities and guide customers toward data-driven decisions.
• Collaborate with Engineering, Marketing, Account Managers, and other internal teams to align customer needs with company goals.
• Monitor customer usage trends proactively to identify risks and opportunities for growth and adoption.
• Represent customer needs within DigitalOcean and provide feedback for product development and support processes.
• Coordinate with Engineering and Support to resolve escalations and technical challenges.
• Deliver presentations explaining the benefits and functionality of DigitalOcean offerings.
• Contribute to technical documentation and provide training to DigitalOcean teams and partners.
• Develop tools and scripts that streamline technical engagements and improve the efficiency of Technical Account Management.
• Stay current with industry trends and best practices to improve customer engagement strategies.

Benefits

• Reimbursement for relevant conferences, training, and education, subject to company policy.
• Benefits may include flexible time off, local team meetups, and mental health and well-being support; specific benefits and eligibility vary by location.
• Eligible employees may receive equity compensation, which may include a new-hire equity grant and, in participating countries, access to an Employee Stock Purchase Program.
• Eligible employees in this non-sales role may participate in the annual bonus plan; bonus amounts depend on company and individual performance.

What This Job Offers

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