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Role Description

This is a strategically technical, client-facing management role, leading enterprise clients through complex production infrastructure challenges and ensuring operational excellence across Mirantis platforms. As a Technical Account Manager (Technical Service Delivery), you will be the primary technical owner for a set of enterprise clients operating Mirantis platforms in production environments.

• Guide clients through incidents, upgrades, and architectural decisions, ensuring their platforms remain stable, performant, and prepared for future growth.
• Work closely with Support, Engineering, and Customer Success teams, acting as a trusted technical advisor to client engineering teams and senior stakeholders responsible for mission-critical systems.
• Lead strategic account reviews, present platform health and risk to executives, and provide recommendations that influence operational direction and long-term platform strategy.

How success is measured:

• Strong SLA performance and a measurable reduction in escalations.
• High client satisfaction (CSAT > 95%), driven by technical credibility and strategic guidance.
• Fewer repeat incidents through proactive, systemic platform improvements.
• Increased client confidence and effective adoption of Mirantis platforms.
• Clear, actionable outcomes delivered in QBRs and strategic account sessions.

Qualifications

• 5+ years of experience in technical account management, service delivery, or similar client-facing, infrastructure-focused leadership roles.
• Proven experience providing technical leadership and operational guidance for enterprise, regulated, or high-performance production environments, leveraging OpenStack, Kubernetes, and hybrid cloud infrastructure.
• Strong understanding of core OpenStack components (Nova, Neutron, Cinder, Keystone, Glance), Linux systems, distributed systems, networking, and storage from a strategic, operational perspective.
• Demonstrated ability to lead high-severity incidents, escalate appropriately, and communicate effectively with executives and engineering teams.
• Ability to provide architectural guidance and strategic recommendations, including OS, hardware, and platform upgrades, balancing operational, technical, and business considerations.
• Ability to provide proactive risk identification and mitigation guidance.

Benefits

• Work with an established Silicon Valley leader in the cloud infrastructure industry.
• Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies.
• Be a part of cutting-edge, open-source innovation.
• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.
• Receive a competitive compensation package with strong benefits plan.