Technical Account Manager

Technical Account Manager

CloudHesive is an Amazon Premiere Partner and Amazon Managed Services Partner founded by veterans in the cloud technology space. We help our customers adapt and transform their organizations by leveraging the power of the public cloud ecosystem through consulting and next generation managed services with a focus on Operational Excellence, Security, Reliability, Performance Efficiency and Cost Optimization.

Our employees are the foundation of our success, and we invest in them! We are growing fast and have built a phenomenal team through in-depth training, partner events, community involvement, mentoring and much more.  We move quickly, act decisively and communicate openly to drive a collaborative environment and our customer’s success.  With offices in the U.S. and Latin America, you will work with experts in the industry on revolutionary technology solutions that have been deployed successfully around the globe.

The Opportunity:

We are seeking a Technical Account Manager (MSP) to join our growing team and have a strong preference for this position to be based at our worldwide corporate headquarters in Fort Lauderdale, FL.  The Technical Account Manager (MSP) is responsible for the primary operations and serves as a technical point of contact and escalation for our named accounts.   The focus of this critical role is on technical issues, complex support issues that may be escalated, communication, service delivery, pre-sales assistance, and day to day technical management of all contracted services.

What you’ll be doing:

Perform as the technical Subject Matter Expert, Trusted Advisor and “Technical Voice of the Customer” to a base of accounts for CloudHesive platforms and services.
Build strong relationships with and maintain the deepest level of environment technical knowledge for assigned accounts.
Lead or represent operations on all technical customer calls and meetings for named customers
Act as a technical escalation point to the Operations team for assigned accounts.
Manage critical technical issues, ensuring prompt and complete resolution.
Strong technical acumen and customer-facing skills that enable you to effectively represent CloudHesive within customer environments.
Provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers’ environments operationally healthy.
Provide proactive support, including but not limited to; preparing/presenting trending graphs/reports, deeper analysis, engage with customer to understand their technology road map and provide recommendations and best practices to minimize potential service disruptions.
Drive documentation of assigned customer environments and ensure the CloudHesive Operations team has the appropriate level of customer knowledge to provide support excellence and exceed SLA’s.
Train and mentor new hires and team members to build a strong Operations engineering organization. Promote a team culture of innovation, performance, ownership and disciplined execution.
Partner with Customer Success, Sales and Professional Services teams to cultivate and capitalize on new opportunities.
This position has after-hours and on call (rotational) responsibilities.
Engage in professional development to maintain skills, knowledge, and certifications – Amazon Web Services Certifications
Maybe asked to write technical blog postings.
Occasional travel may be needed, estimated to be less than 10%.
Is this role for you?

5+ years of hands-on experience in a specific technology practice (Infrastructure, Network, Storage, Servers, Security, Windows, Linux, etc.)
Experience with a Public Cloud Provider such as Amazon Web Services, Azure and/or Virtualization Technologies such as Xen, HyperV or vSphere.
Experience in a customer facing role (professional services, support, etc.) as a technical lead and the ability to manage customer relationships up to the senior/executive level.
Experience in Monitoring tools such as SolarWinds, DataDog, Nagios
Experience in designing, building or supporting a hosted product/service
Experience with backup solutions such as Veeam and CommVault
Experience and Knowledge in enterprise patching tools ( SCCM, Solarwinds, and AWS)
Experience with intermediate Powershell and/ or other scripting skills such as Python and Bash
Experience with enterprise antivirus / host-based security platforms
Experience with troubleshooting infrastructure components such as Servers, Storage, Networking (Routing, Subnetting, Firewalls, Dedicated Circuits or IPSEC based VPNs).
Experience in a 24×7 operational services or support environment.
Experience in designing, building, or supporting mission critical applications.
Strong Windows Server or Linux Operating System experience.
In addition to the perks of working with an awesome team, CloudHesive offers competitive compensation, comprehensive benefits, training on cutting edge technology and partners (AWS), a flexible work schedule, responsible time off, standing desks, a kitchen filled with snacks chosen by our employees and much more!  If you think you’d be a great fit, we’d like to learn more about you!