Technical Account Manager

CIQ OVERVIEW

CIQ believes in helping people do great things. We do this by building strong communities for open-source software, innovating software infrastructure, and building the next generation of performance computing. Our software stack consists of Rocky Linux, the CentOS replacement, Apptainer the container solution of choice for HPC, Warewulf a provisioning and cluster management solution, and Fuzzball, our next-generation performance computing platform that is a multi-cloud, multi-site, multi-cluster, and multi-node.

If you are interested in an environment built on ownership, diversity of thought, and pushing the limits of what is possible, then we would be interested in you.

POSITION SUMMARY

We are looking for an experienced Technical Account Manager (TAM) to join our rapidly growing Customer Support team. The TAM will manage the technical support and service delivery of CiQ products with a focus on Rocky Linux Enterprise Support offerings. The ideal candidate will have a strong technical background in Linux operating systems, DevOps methodologies, AWX with Ansible, and will be customer-focused with excellent communication and relationship-building skills. Additional responsibilities include but are not limited to:

• Acting as the primary point of contact for customers, managing their support requests, and ensuring timely and effective resolution of technical issues through cross-team collaboration.

• Developing a deep understanding of customer environments, use cases, and requirements to provide tailored technical solutions through documentation and advice.

• Working closely with internal teams, including engineering, support, product, and sales, to ensure customer issues are resolved quickly and effectively.

• Supporting customers as the first line of communication in identifying and understanding their long-term scalability and support needs.

• Monitoring customer satisfaction metrics and proactively addressing any issues to ensure high levels of customer satisfaction.

• Providing proactive guidance to customers, including regular check-ins, status updates, and technical best practices.

• Collaborating with cross-functional teams to identify and prioritize customer feature requests and product improvements.

• Developing and delivering technical training sessions and presentations to customers.

• Participating in industry events and conferences to stay up-to-date with the latest trends and technologies.

• Implementing and managing DevOps practices and methodologies, including AWX with Ansible, to improve delivery, quality, and reliability of customer solutions on Rocky Linux Enterprise.

• Ensuring customer compliance with regulatory standards, including SOC 2, FIPS 140-2, and FIPS 140-3, and understanding of CIS hardening processes.

NEEDED TO SUCCEED

Successful candidates will have knowledge of DevOps methodologies, including tools such as Git and Jenkins. Familiarity with configuration management tools (Ansible and AWX). Proficiency with ticketing management systems (Zendesk, JIRA), and escalation best practices. Excellent communication and relationship-building skills with the ability to explain technical concepts to non-technical audiences. Strong creative problem-solving skills. Proficiency in scripting languages such as Python, Bash, or Perl. Kernel-level debugging skills are beneficial. Understanding of open source development and community-based support models. The ability to manage multiple projects simultaneously and prioritize tasks effectively. The ability to work independently as well as collaboratively in a remote team environment. A friendly, empathetic, collaborative, humble, honest, and always striving to be better attitude. Ability to travel when needed to support industry events or customer onsite visits.

EDUCATION AND EXPERIENCE

5-10 years of experience in technical support, customer success, DevOps, or similar roles. Bachelor’s degree in Computer Science, Information Technology, or relative work experience. Experience with Linux operating systems, preferably Rocky Linux or RHEL. Proven experience working with container technologies such as Docker and Kubernetes. Experience with HPC and/or the Open Source community is preferred. Government security clearance is a plus.

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