Enterprise Technical Account Manager

Who We Are At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support.

We are seeking a highly technical, customer-focused Enterprise Technical Account Manager to deliver a white-glove support experience for customers running workloads on Oracle Cloud Infrastructure (OCI).

This role combines onboarding, technical guidance, proactive customer success, and premium technical support to help customers successfully deploy, operate, and optimize cloud environments.

Serving as the primary technical advisor for premium support customers, this individual will accelerate customer time-to-value, improve operational health, reduce downtime, and increase customer retention through proactive engagement and expert technical guidance. What you’ll do & how you’ll make your mark. 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!

#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. Originally posted on Himalayas