Enterprise Technical Account Manager

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 Guidance

Provide 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 Leadership

Partner 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 Like

Within 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.

Why you'll love us.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another's differences. We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with employees globally.
• We care about you. We provide excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/AD&D/STD/LTD, Tuition Reimbursement, Pet Insurance, Generous vacation policy, and much more!
• Where can we take you? We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with Bluehost #OTOD!

• #LI-SM1 #LI-Remote #Bluehost
• Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship.

• This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities.
• This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform.
• The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.