We are seeking a highly technical, customer-focused
Enterprise Technical Account Manager to deliver a white-glove support experience for customers running workloads on Oracle Cloud Infrastructure (OCI). This role combines onboarding, technical guidance, proactive customer success, and premium technical support to help customers successfully deploy, operate, and optimize cloud environments.
Serving as the primary technical advisor for premium support customers, this individual will accelerate customer time-to-value, improve operational health, reduce downtime, and increase customer retention through proactive engagement and expert technical guidance.
What you'll do & how you'll make your mark.Premium Technical Support- Serve as the primary technical contact for premium OCI customers.
- Provide expert troubleshooting for infrastructure, networking, compute, storage, virtualization, and cloud platform services.
- Manage critical technical incidents from initial response through resolution.
- Coordinate complex issues across engineering, operations, security, networking, and product teams.
- Own customer communications throughout the lifecycle of major incidents.
Customer Onboarding- Lead technical onboarding for new premium customers.
- Review customer architecture and deployment plans.
- Assist customers with:
- OCI tenancy configuration
- Identity and access management
- Networking
- DNS
- Virtual Cloud Networks (VCNs)
- Load balancers
- Compute provisioning
- Storage configuration
- Monitoring
- Backup strategies
- Validate production readiness before launch.
Architecture GuidanceProvide best practice recommendations for:
- High availability
- Disaster recovery
- Scalability
- Security posture
- Cost optimization
- Resource sizing
- Performance optimization
- Networking design
- Identity management
- Monitoring and observability
While this role provides architectural guidance, it is not responsible for designing or implementing customer applications.
Proactive Customer Success- Conduct recurring operational health reviews.
- Monitor customer environments for operational risks.
- Identify optimization opportunities before issues occur.
- Recommend service improvements and new OCI capabilities.
- Review platform usage and adoption.
- Drive customer success plans for strategic accounts.
Technical Guidance- Recommend automation opportunities.
- Identify recurring issues that should be addressed through documentation, tooling, or product improvements.
- Contribute to internal knowledge base articles and runbooks.
Cross-Functional LeadershipPartner closely with:
- Technical Operations
- Product Management
- Engineering
- Security
- Customer Success
- Professional Services
- Sales Engineering
to ensure an exceptional premium customer experience.
Who you are & what you'll need to succeed.- 5+ years supporting enterprise cloud infrastructure.
- Experience administering Oracle Cloud Infrastructure (OCI), AWS, Azure, or Google Cloud.
- Strong understanding of:
- Virtual networking
- Linux administration
- DNS
- Firewalls
- Virtual machines
- Storage
- IAM
- Monitoring
- Backup and disaster recovery
- Experience managing customer-facing technical escalations.
- Excellent written and verbal communication skills.
- Strong project management and customer relationship skills.
Preferred Qualifications- OCI Architect or OCI Professional certification.
- Experience supporting hosting or managed infrastructure platforms.
- Familiarity with Kubernetes, containers, and virtualization.
- Experience with Infrastructure as Code (Terraform preferred).
- Experience supporting databases, web servers, and application hosting environments.
Success Metrics- Customer onboarding time
- Premium customer satisfaction (CSAT)
- First response SLA attainment
- Mean time to resolution (MTTR)
- Renewal rate of premium customers
- Reduction in repeat technical issues
- Adoption of recommended best practices
- Number of proactive customer health reviews completed
- Customer expansion and retention influence
What Success Looks LikeWithin the first year, this individual will establish a premium support experience that delivers:
- Rapid onboarding for premium customers.
- Trusted technical advisory relationships.
- Proactive operational guidance.
- Faster incident resolution.
- Higher customer satisfaction and retention.
- Increased adoption of OCI best practices.
- A scalable premium support offering that differentiates the organization through expertise and customer success.
