Technical Account Manager (Remote)

Percona • Vancouver, BC

60d • Remote

About The Position

As the leading provider of open source database solutions, Percona’s Technical Account Managers serve as a customer advocate and technical resource for a dedicated group of Percona customers. As a dedicated point of contact, they partner closely with their customers to understand their technical requirements and business structure, and serve as a bridge to Percona resources - coordinating consulting projects, communicating updates, managing support issues and driving awareness for customer escalations. The Technical Account Manager will be a sounding board for customer issues, and facilitate resources internally to help customers achieve their technical goals.
Our ideal candidate is someone who has proven management experience as a DBA, who is looking to approach and influence database problems from a strategic level. You will be motivated by building strong customer relationships and driving continuous improvement. You also love to be surrounded by other smart, driven people who are eager to share their knowledge, and will always have your back.

Requirements

• 3 or more years experience with MySQL or PostgreSQL and related technologies, or;
• 3 or more years experience with MongoDB or other NoSQL databases and related technologies.
• Demonstrated ability to work well with people and communicate effectively both internally and with customers and remain calm under pressure.
• Strong work ethic and entrepreneurial approach.
• Ability to take ownership of a support incident, and own through to resolution.
• Ability to understand how applications and services interact with the database in different architectures.
• Exposure to DBaaS products and ability to articulate the service offerings - specifically within AWS, Microsoft Azure and Google Cloud.
• Fluency in written and spoken English.
• Ability to work independently with minimal direction or as part of a team as needed.
• Ability to work remotely and travel up to 25%.
• Ability to pass required background check.

Nice To Haves

• Previous experience as DBA, or support or consulting engineer in the database industry.
• Previous experience with OpenSource products and OpenSource Community contributions (e.g. blog, bug reports, forum support).
• Experience with Container technologies, especially Kubernetes, OpenShift, and/or Docker.
• Project Management Experience.

Responsibilities

• Develop and maintain customer relationships with primary customer contacts at Percona’s largest, most complex customers.
• Coordinate overall status on support tickets and consulting projects to ensure updates are communicated back to the customer on a regular cadence.
• Coordinate with the Consulting Operations team on new projects for top customers, ensure correct resources are assigned and timelines are adhered to.
• Work daily internally and externally to ensure the technical goals of your assigned customers are met, co-owning their technical success with the extended Global Services organization.
• Provide an escalation point for customers for support and consulting projects.
• Identify growth opportunities and provide feedback to the Customer Success and Sales teams.
• Guarantee the technical aspects of the customer implementation by providing necessary documentation and technical guidance.
• Ensure customer specific technical documentation is created and maintained for use by the Percona Technical Delivery teams.
• Improve product feature offerings by providing feedback from partners and customers to internal teams.

Benefits

• At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB.
• Percona is proud to be a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries! We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.
• Our staff receives generous benefits including flexible work hours and various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. We also support being socially responsible through our PAVE volunteering program and Women Transforming Technology.
• If you love the idea of working with a high-growth tech company that is one of the best in the business and known globally as a leader in the open-source database space, let’s talk!
• Connect with us and stay up to date on our latest news and developments by following us on LinkedIn and Twitter. We look forward to connecting with you!

What This Job Offers

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