Technical Account Manager - HPC and Cloud

Role overview

Serve as a primary technical contact for enterprise customers deploying and operating high-performance computing and cloud infrastructure. Investigate complex hardware and software issues, lead them through resolution, and coordinate with engineering, marketing, and support teams to improve customer outcomes and support practices.

Responsibilities

- Research, reproduce, troubleshoot, and resolve customer issues throughout installation, operation, maintenance, and product use. - Own customer concerns through resolution, keeping customers informed and coordinating action across relevant internal teams. - Support environments using data center hardware such as GPUs, AI accelerators, and high-speed interconnects, alongside software and platforms such as machine learning frameworks, Spark, Kubernetes, and Ceph. - Analyze customer problems independently and communicate practical solutions clearly. - Develop and document support practices and recommendations for internal support and research and development teams.

Requirements

- At least eight years providing in-depth customer support and debugging for hardware and software products. - Bachelor’s degree or equivalent experience. - Strong Linux and networking knowledge; Linux certifications such as LFCS or RHCSA are relevant. - Expertise in data center virtualization concepts and tools, including VMware, Docker, and Kubernetes. - Excellent customer communication and presentation skills, with the ability to lead resolution of critical issues. - Strong organization and prioritization skills, including the ability to manage multiple issues with limited supervision.

Nice to have

- Experience with large-scale HPC or AI clusters, GPU computing, accelerators, or networking technologies. - Background in support escalation, site reliability engineering, or production engineering. - Scripting or automation experience with Python, Bash, Ansible, or YAML, or exposure to AI/ML frameworks and data analytics platforms.