Technical Account Manager (East Coast Remote)

Our client is an innovative observability platform designed to transform the way organizations manage and understand their data. By leveraging a distinctive in-stream analytics architecture, they eliminate the need for costly indexing or hot storage, providing comprehensive solutions for logs, metrics, traces, and security events. With advanced features like APM, RUM, SIEM, and Kubernetes monitoring, they help businesses optimize operations while reducing observability costs by up to 70%.

As a Technical Account Manager, you will play a pivotal role in ensuring customers fully utilize the platform's capabilities. We're looking for driven professionals who bring strong technical expertise and experience in customer-facing roles.

In this position, you will serve as a trusted consultant, supporting customers as they navigate their monitoring, security, and observability strategies. The role demands a combination of deep technical knowledge and a focus on building long-term customer relationships, driving satisfaction, retention, and growth. You will work closely with diverse stakeholders, from engineering teams to executives.

Key Responsibilities:

• Assist customers with platform adoption and integration, resolving technical challenges efficiently.
• Understand and align with customers’ technical needs and business objectives to consistently deliver impactful results.
• Lead the onboarding process, managing integrations, setting up key artifacts, and providing training.
• Stay up-to-date with trends in Log Management and Observability, using industry best practices to guide customers.
• Develop strategic plans for each client, driven by data insights and customer requirements.
• Cultivate relationships with technical stakeholders to ensure successful product adoption.
• Conduct regular business reviews to demonstrate the value delivered and adjust strategies as needed.
• Advocate for customer needs internally and contribute to the evolution of the product.
• Collaborate with Sales on opportunities for renewals, expansions, and upsells.

Desired Qualifications:

• Hands-on experience with cloud technologies, particularly AWS (EC2, EKS, ECS, Fargate, Lambda, CloudFormation, Load Balancers, CloudWatch), as well as equivalent tools in Azure and GCP.
• Experience with observability tools such as Kibana, OpenSearch, Grafana, Datadog, Sumologic, NewRelic, AppDynamics, Dynatrace, Prometheus, Logz.io, SignalFX, Instana, Splunk, Honeycomb, or Jaeger.
• Expertise in Infrastructure as Code (Terraform/Ansible).
• Familiarity with technical integrations like OpenTelemetry, Fluentd, Fluentbit, Filebeat, or Logstash.
• Strong background in troubleshooting Kubernetes and Docker environments.
• Knowledge of RegEx, Lucene, and PromQL.
• Proficiency in Linux environments.
• Proven experience in customer-facing roles with excellent communication and interpersonal skills.
• Strong presentation skills and ability to communicate with C-level stakeholders.
• Availability for quick responses to customer inquiries.
• Coding skills in high-level languages such as Java, Go, or Python are a plus.
• A degree in Computer Science or Engineering is preferred.
• Experience in B2B SaaS companies is a bonus.

Ideal Candidate:

We are searching for individuals who are curious, humble, and innovative. Our client values a culture of continuous learning and improvement, where team members are encouraged to question norms and contribute to collective success. If you thrive in dynamic environments and want to influence the future of observability, we encourage you to apply.

Our client is committed to diversity and inclusion, welcoming candidates from all backgrounds.