Technical Account Manager

DigitalOcean • Boston, MA

11d • $115,000 - $145,000 • Remote

About The Position

DigitalOcean is hiring a Technical Account Manager to partner with key business customers and help them achieve business outcomes through effective use of its cloud platform. The role combines technical consulting, customer advocacy, strategic account engagement, and cross-functional collaboration. The Technical Account Manager helps customers solve complex challenges, maximize the value of their cloud infrastructure, and grow their deployments on DigitalOcean.

The position involves designing and explaining cloud architectures, conducting technical consultations and workshops, managing key accounts, and helping customers improve performance and reduce costs. The role also represents customer needs internally, coordinates resolution of escalations, creates technical documentation and training, and develops tools and scripts to make technical engagements more efficient. This is a remote role.

Requirements

• Experience with cloud infrastructure and deep knowledge of Linux, distributed systems, and automation.
• Basic programming or development 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 track record of successfully troubleshooting technical problems.
• 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 opportunities for improvement and growth.
• Experience advocating for customer needs and translating feedback into actionable insights.
• Strong written and verbal communication skills, including the ability to explain complex technical concepts to varied audiences.
• Ability to create and deliver technical presentations and training sessions.
• Self-starter with 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 continually 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 in AWS, GCP, Oracle, or Azure, and 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, and databases such as MongoDB or MySQL.
• Familiarity with open-source technologies such as Docker and Kubernetes, Kubernetes certifications (CKA/CKE), and the DigitalOcean API.
• Linux certifications such as RHCSA or RHCE.
• Experience with large CRMs such as Gainsight and Salesforce.

Responsibilities

• Develop and maintain expertise in DigitalOcean products and the cloud ecosystem.
• Design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining them to technical and non-technical stakeholders.
• Conduct technical consultation sessions and workshops to help customers manage their cloud environments independently.
• Maintain cloud infrastructure best-practice knowledge through relevant certifications and coursework.
• Manage and maintain DigitalOcean key accounts.
• Drive customer engagement, retention, and expansion of DigitalOcean workloads.
• Conduct QBRs to assess customer progress, understand evolving needs, and align on growth strategies.
• Identify cost-reduction and performance-optimization opportunities and guide data-driven customer decisions.
• Collaborate with Engineering, Marketing, Account Managers, and other internal teams to align customer needs with company goals.
• Monitor customer usage trends, identify risks, and uncover opportunities for growth and adoption.
• Represent customer needs in product development and support processes.
• Coordinate with Engineering and Support to resolve escalations and technical challenges.
• Present DigitalOcean offerings to customers.
• Contribute to technical documentation and provide training for DigitalOcean teams and partners.
• Develop tools and scripts to improve the efficiency of Technical Account Management engagements.
• Track industry trends and best practices to improve customer engagement strategies.

Benefits

• Reimbursement for relevant conferences, training, and education, subject to company policy.
• Flexible time off.
• Local team meetups.
• Mental health and well-being support.
• Eligible employees may receive equity compensation, which may include a new-hire equity grant and, in participating countries, participation in the Employee Stock Purchase Program.
• Eligible non-sales employees may participate in the annual bonus plan and may be eligible for a new-hire equity grant.

What This Job Offers

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