TechnicalAccountManager

## Accountabilities Serve as the dedicated technical point of contact for a portfolio of strategic enterprise customers, building trusted relationships with technical leaders, architects, and platform owners. Lead the transition from implementation to ongoing operations, ensuring continuity and long-term technical success. Monitor and assess customer environments to identify risks related to performance, reliability, scalability, and maintainability. Provide strategic guidance on infrastructure improvements, architectural decisions, platform optimization, and operational best practices. Manage technical escalations, critical incidents, and high-priority support cases while coordinating resolution efforts across Support, Engineering, Product, and Customer Success teams. Maintain proactive communication with customers regarding technical issues, mitigation plans, and ongoing improvements. Analyze usage trends, recurring issues, and operational risks to develop preventative action plans and improve customer outcomes. Collect, prioritize, and communicate customer feedback, technical issues, feature requests, and enhancement opportunities to internal teams. Contribute to continuous product improvement by identifying technical gaps, supporting workflow optimizations, and collaborating on high-impact solutions. Requirements Proven experience in Technical Account Management, Solutions Architecture, Customer Engineering, Site Reliability Engineering, or a similar customer-facing technical role. Strong understanding of cloud infrastructure, distributed systems, APIs, integrations, platform operations, and enterprise software environments. Hands-on experience diagnosing and resolving production-level performance, scalability, and reliability challenges. Solid DevOps and infrastructure background, including experience with Docker, Kubernetes, cloud platforms, and self-hosted deployments. Excellent communication skills with the ability to explain complex technical concepts to bo