Technical Account Manager

Job Summary
As a Technical Account Manager (TAM) at Platform9, you will combine strong technical depth with account management skills to deliver Personalized, Proactive, Preventative, and Reactive enterprise-class support and customer success services. You will act as a trusted technical advisor to assigned customers and a key partner to the Account/Sales Team, helping customers achieve reliability, performance, and adoption outcomes across the Platform9 portfolio (e.g., Private Cloud Director, Kubernetes platforms, and associated infrastructure integrations).
Working closely and collaboratively with customer stakeholders and internal cross-functional teams (Support, Engineering, Product, Sales, and Services), you will become deeply familiar with each customer's business goals, technical requirements, architecture, operational practices, and support history. You'll proactively identify risks, coordinate escalations, guide best practices, and help customers plan upgrades and expansions—while also ensuring Platform9 receives structured feedback to improve the product and customer experience.

Essential Function
sTechnical Account Managers work with Platform9 customers and the assigned Account/Sales Team by providing expertise in the following areas
:

Own technical relationships and outcome s for a portfolio of enterprise customers, acting as the primary technical point-of-contact for ongoing success and support coordination
.Identify, manage, and drive resolutio n of critical technical issues (escalations) and customer-impacting risks; coordinate necessary support activities across Platform9 Support, Engineering, Product, and partner/3rd-party vendors in multi-vendor environments
.Monitor and manage open case s during business hours; ensure clear prioritization, timely updates, and strong issue hygiene (repro steps, logs, timelines, customer impact, and workaround status)
.Perform environment assessments and documentatio n, including architecture reviews, configuration validation, and operational readiness checks for production clusters
.Plan and guide lifecycle activitie s, including upgrades, patching, expansion, capacity planning, and release planning—aligned with customer maintenance windows and change processes
.Proactively analyze ris k using known issues, release notes, bug advisories, and customer-specific configurations; provide clear, actionable guidance to reduce incidents and downtime
.Monitor customer environment s using available telemetry/health signals (where enabled) and customer-shared observability data to identify trends, emerging issues, and optimization opportunities
.Ensure adherence to Platform9 best practice s for reliability, security, and performance (e.g., HA design, networking/storage configuration, cluster operations, RBAC, and upgrade practices)
.Prepare and deliver periodic and custom report s (e.g., case review summaries, incident postmortems, health checks, adoption progress, operational risks, upgrade readiness)
.Communicate new capabilities and recommendation s (new features, platform changes, field/product alerts, and operational guidance) in a way that's relevant to the customer's goals
.Educate customers  on Platform9 tools, workflows, and operational patterns; drive enablement for platform administrators and operators
.Compile and deliver root cause analysis  as required, coordinating internally to ensure completeness and clarity (symptoms, contributing factors, corrective actions, prevention)
.Represent Platform9  in recurring support/customer success meetings (e.g., weekly operational check-ins, incident reviews, QBRs/EBRs), translating technical status into business impact
.Manage special project s as assigned by management to meet customer and cross-functional team needs (e.g., onboarding improvements, escalation process refinement, product feedback loops)

.
Job Require men
tsCore skil
ls Excellent written and verbal communication skills, including the ability to explain complex technical issues to both technical and non-technical audience
s.Strong interpersonal skills and customer service mindset; ability to build trust with customer stakeholders and collaborate effectively across internal team
s.Account management and project/program management experience—comfortable driving action plans, timelines, and executive-ready status update
s.Strong aptitude for learning new technologies and applying them in customer-facing environment
s.Creative, structured approach to problem solving; strong troubleshooting instincts and escalation leadershi

p.
Technical knowledge (in-depth knowledge in three or more areas is essenti
al)
Linux systems administrat ion (Ubuntu/RHEL), including troubleshooting systemd, networking, storage, performance, and lo
gs.

Kubernetes and cloud-native operatio ns (clusters, CNI/CSI concepts, core components, upgrades, RBAC, and troubleshooting workload
s).Open Stack and/or private cloud infrastruct ure (compute, networking, and storage concepts; HA/availability patterns; and…