As part of the role you will have the opportunity to:
Proactively manage a portfolio of customers to deliver consistent value across the entire lifecycle, driving adoption and growth
Manage the onboarding of new customers and translate the customers Desired Outcomes into an implementation plan that will provide value in a timely fashion
Be the product expert and trusted advisor that your customers can go to for guidance on maximizing value platform
Train customers to use products effectively
Make sure all customer issues and requests are handled in a timely manner while working in collaboration with all relevant teams (Product, R&D, Sales and Marketing)
Maintain high levels of customer engagement, including regular account reviews and performance planning
Build strong relationships with stakeholders and drive customer advocacy through case studies, referrals, and references
Actively communicate internally to address customer needs and challenges
Requirements: 3 + years of experience in a Technical Account Management, Technical/Product Support Engineer, Pre-Sales, or Customer Success role with direct client-facing responsibilities - Must
Proficient in troubleshooting and navigating Linux environments (shell, system logs, resource monitoring, Docker,); comfortable working at the OS and/or Container level to troubleshoot issues - Must
Excellent verbal and written communication skills in English - Must
Strong technical troubleshooting skills with the ability to work effectively with both technical and non-technical audiences
Solid understanding of networking concepts and protocols (TCP/IP, DNS, firewalls, routing, switching, OSI model, traffic flows, etc.)
Experience with writing and executing MySQL queries for troubleshooting or data analysis
Familiarity with cybersecurity principles and best practices, including secure configurations, access controls, and understanding of security implications in troubleshooting scenarios
Comfortable writing scripts to help automate processes
Experience managing enterprise customer relationships, including engagement with senior-level stakeholders
Relevant certifications (e.g., CCNA/CCNP, RHCSA/RHCSE, Linux+) an advantage
This position is open to all candidates.