Back to All Careers

Technical Account Manager (TAM)

  • Full Time
  • US (Remote)
  • No. of Vacancy: 1

Rafay is seeking a high-performing, problem solver and innovator to join our growing Customer Success team as a Technical Account Manager (TAM). As a Rafay TAM you will provide world-class support post-sale to the Rafay customers. You will professionally interact with customers to resolve their highest priority issues across cloud-native technologies and integrations while driving product adoption. The Rafay TAM owns the post-sale technical relationship with the customer and ensures Rafay products are deployed in a manageable and supportable way, while ensuring the customer is getting the most out of their investment. The ideal candidate will have solid understanding of networking, public cloud, and virtualization platforms.

You will work closely with the Rafay Support and Engineering teams to deliver solutions to complex issues, all the while delivering best in class support to our customers. If you are a self-motivated team player who is eager to learn and can change direction quickly, we encourage you to apply.

Roles and Responsibilities:

  • Manage, escalate and drive resolution of technical, service and infrastructure issues based on Rafay products.
  • Manage onboarding and implementation projects for customers.
  • Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes
  • Respond to customer issues within documented Service Level Agreements, while managing customer expectations and understanding potential business impact to the customer
  • Reproduce customer reported issues and accurately report product defects and feature requests to the product team
  • Become a subject matter expert on the Rafay platform, and stay up to date on new features and releases
  • Proactively notify assigned Enterprise accounts of Rafay platform updates, upgrades, new products, and technologies
  • Help shape the future of the Rafay platform by providing clear and constructive product feedback to Rafay Product Management
  • Ability to work independently and as a team
  • Participate in on-call rotation for urgent customer escalations, including some weekends

Minimum Qualifications: 

  • 4-5 years of experience in pre or post-sales technical engagement
  • Demonstrated commitment to providing customer satisfaction
  • Excellent communication (written and oral) and interpersonal skills
  • Proven ability to communicate clearly and concisely on complex technical topics
  • Excellent troubleshooting skills (network communications, virtualization platforms (vSphere, Open Stack), and public cloud platforms (AWS, Google Cloud Platform, Azure, etc)
  • Strong customer management skills
  • Bachelor’s degree in Computer Science, or related field; or equivalent experience

Preferred Qualifications:

  • Familiarity with the CNCF technology landscape, and ability to quickly learn new technologies and solutions.
  • Certified Kubernetes Administrator (CKA) a plus
  • Ability to work under pressure

Trusted by leading companies