Technical Account Manager

Global technology company specializing in telecommunications, cloud services, digital infrastructure, and enterprise solutions.

Job Description

We are seeking a Technical Account Manager with experience in cloud technologies and enterprise technical support to serve as a strategic liaison between customers and internal teams. The role is responsible for ensuring service stability, customer satisfaction, and the successful adoption of cloud solutions by providing high-level technical support and managing critical incidents.

Responsibilities

- Responsible for providing technical support for customer issues, including technical consultations, fault isolation and boundary identification, troubleshooting plan development, and other technical assurance activities.
- Collaborate closely with multiple internal teams, including Product, Pre-Sales, and Operations, to provide enterprise-level support solutions focused on customer satisfaction and business stability, while documenting and sharing best practices. Proactively improve and plan specialized services to address customer pain points.
- Perform troubleshooting and issue resolution for products and services related to networking, computing, storage, and databases across various scenarios, while maintaining effective communication with customers regarding solutions and progress.
- Ensure customer cloud service consumption and adoption levels are maintained. Identify potential risks related to declining service usage in a timely manner and work with internal teams to issue alerts and implement corrective actions.
Requirements

- Excellent communication skills, with the ability to effectively present cloud service solutions, architecture options, and usability risks to customers. Capable of addressing cloud-related customer concerns and interacting with senior-level client management.
- Experience leading large-scale cloud projects and driving cross-functional cloud solution implementations is highly preferred.
- Strong sense of responsibility, customer-focused mindset, and commitment to ensuring successful cloud adoption and business outcomes for customers.
- Familiarity with core cloud technologies, including:Cloud platforms (AWS, Azure, Google Cloud Platform) Cloud-native applications Cloud infrastructure components (compute, storage, and networking) Cloud security best practices
- Hands-on experience in cloud solution development, deployment, or cloud infrastructure and network management is preferred.
- Fluent in both English and Spanish to support global customer engagements.
- Strong cloud product knowledge with a minimum of 3 years of technical experience in cloud environments. Candidates with cloud project experience or extensive cloud customer support experience are preferred.
- Holds at least one cloud technology certification (e.g., AWS, Azure, or Google Cloud certification).
- Previous experience working for a cloud service provider or in roles directly related to cloud solutions is highly preferred.