Senior Technical Account Manager

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Senior Technical Account Manager

role at

DigitalOcean

Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here.

We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.

We want people who are passionate about building meaningful, long-term relationships with our customers that help grow and scale business in the cloud.

Our Technical Success team’s mission is to partner with our most critical business customers, helping them achieve desired outcomes through optimal use of the cloud platform aligned to their business strategy. Technical Success is an integral part of our company. They are passionate about building meaningful, long-term relationships with our customers and are experts in cloud technology and the digital economy.

As a TSM at DigitalOcean, you are a strategic partner for our business customers, ensuring they receive the guidance, support, and resources needed to succeed. You will leverage your technical knowledge and customer advocacy skills to retain and grow our customers' deployments on DigitalOcean, helping them solve complex challenges and maximize the value of their cloud infrastructure.

Responsibilities

Technical Consultation & Architecture Design :

Develop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystem.

Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholders.

Conduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environments.

Maintain knowledge of cloud infrastructure best practices and recent technologies through the regular attainment and maintenance of important cloud technology certifications and coursework.

Proactive Customer Engagement & Growth :

Partner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloads.

Conduct QBRs with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growth.

Identify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investments.

Collaborate with internal teams, such as Engineering, Marketing, and Account Managers, to align customer needs with DigitalOcean’s strategic goals.

Proactively monitor customer usage trends, identify potential risks, and uncover new opportunities for growth and adoption.

Advocacy & Cross-Functional Collaboration :

Act as the voice of the customer within DigitalOcean, ensuring their needs are represented in product development and support processes.

Liaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiences.

Deliver compelling presentations to articulate the benefits and functionality of DigitalOcean’s offerings to customers.

Contribute to internal and external technical documentation, and provide training for DigitalOcean’s teams and partners to ensure knowledge transfer.

Tooling & Efficiency :

Develop tools and scripts to streamline DigitalOcean’s technical engagements, improving the efficiency of the Technical Success functions.

Stay current with industry trends and best practices to continuously enhance DigitalOcean's customer engagement strategies.

Requirements

Technical Expertise :

Proven experience in cloud infrastructure and deep knowledge of Linux, distributed systems, and automation.

Programming or development experience, with basic skills in at least one mainstream language (e.g., Python, Go).

Understanding of provisioning and deployment strategies, with knowledge of tools like Terraform, Ansible, and Docker.

Proficiency with at least one major cloud platform (AWS, Google Cloud Platform, or Azure).

Proven track record of successfully troubleshooting technical problems.

Familiarity with version control (e.g., Git), SQL and basic database administration, CI / CD tools, and AI / ML infrastructure principles.

Customer-Centric Approach :

Passionate about delivering exceptional customer experiences, with a history of building successful technical solutions that align with business goals.

Ability to manage multiple stakeholders, prioritize effectively, and set clear expectations.

Strong analytical skills to monitor customer trends and identify opportunities for improvement and growth.

Experience advocating for customer needs and translating feedback into actionable insights.

Communication Skills :

Strong verbal and written communication skills, capable of translating complex technical concepts for varied audiences.

Ability to create and deliver technical presentations and training sessions that resonate with customer needs.

Adaptability & Initiative :

Self-starter with a passion for technology and open-source projects, eager to learn new tools and systems.

Quick to adapt to changes in the cloud ecosystem, always looking for ways to improve customer engagement and technical solutions.

What We Offer

We innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world.

We prioritize career development. At DO, you’ll do the best work of your career.

We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few.

We reward our employees. The salary range for this position is $126,600 - $158,160 based on market data, relevant years of experience, and skills.

We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers.

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