Note: The job is a remote job and is open to candidates in USA. Newfold Digital, through its Bluehost brand, provides an all-in-one platform and support to help small businesses grow online. The Enterprise Technical Account Manager will serve as the primary technical advisor for premium Oracle Cloud Infrastructure customers, providing onboarding, troubleshooting, architecture guidance, proactive operational reviews, and customer success support. The role also coordinates cross-functional technical escalations and contributes to knowledge base and runbook improvements.
Responsibilities
- 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
- 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
- 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
- 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
- Recommend automation opportunities
- Identify recurring issues that should be addressed through documentation, tooling, or product improvements
- Contribute to internal knowledge base articles and runbooks
- Partner closely with:
- Technical Operations
- Product Management
- Engineering
- Security
- Customer Success
- Professional Services
- Sales Engineering
- To ensure an exceptional premium customer experience
Skills
- 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
- 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
Benefits
- Work-life balance
- Programs that bring employees together on important issues and provide learning and development opportunities for all employees
- 20+ affinity groups where employees can network and connect with employees globally
- Excellent health insurance options
- HSA
- Medical insurance
- Dental insurance
- Vision insurance
- Matching 401K
- Life/AD&D/STD/LTD insurance
- Tuition reimbursement
- Pet insurance
- Generous vacation policy
- Opportunities to learn different aspects of the business, be challenged with new tasks, be mentored, and grow careers
- Remote work
Company Overview
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