Technical Account Engineer

We are seeking a customer-focused Technical Account Engineer to serve as the bridge between our enterprise customers, products, and internal engineering teams. In this role, you will provide technical expertise, proactive onboarding, and high-touch support across the customer lifecycle. You will troubleshoot complex cloud environments, advocate for customer needs, write documentation, and automate routine operational tasks.

Because this role involves direct customer interaction across channels (tickets, chat, phone, video) and daily alignment with US engineering teams, strong written and spoken English communication skills are essential.

Location: Remote, India

Key Responsibilities

Customer Support & Troubleshooting: Diagnose and resolve technical inquiries, infrastructure failures, and performance bottlenecks across client cloud systems via tickets, chats, calls, and video sessions.

Onboarding & Pre-Sales Assistance: Assist with new customer onboarding, initial platform provisioning, customization requests, pre-sales technical configurations, and end-user enablement.

Automation & Scripting: Write and maintain Bash and Ansible scripts to automate operational processes and deploy software updates.

Documentation & Knowledge Sharing: Create clear internal and external technical documentation, runbooks, and process guides using Markdown, Git, GitHub/Wiki, or Google Docs.

Monitoring & Outage Ownership: Monitor customer-facing platforms, configure alerting tools, and maintain end-to-end ownership during outages or critical incidents until fully resolved.

Product Advocacy: Partner closely with internal Engineering teams to surface customer feedback, bug reports, and feature requests to continuously improve product performance.

Required Qualifications & Skills

• Experience: 3+ years of experience in customer-facing technical support, system administration, networking, or cloud operations.
• Communication: Exceptional written and verbal English communication skills with experience creating customer-facing technical documentation.
• Linux Systems Administration: Advanced Linux administration skills, including experience managing clustered Linux environments and executing live root-level updates.
• Cloud & Containers: Hands-on experience or working knowledge of cloud platforms (OpenStack, Ceph, Kubernetes, Docker, or virtualization).
• Scripting & Automation: Intermediate experience with Ansible and Python scripting, alongside shell tools (Bash).
• Networking & Tools: Understanding of core networking concepts and tools (DNS, Load Balancers, VPNs, iptables, HAProxy, OpenVSwitch) and version control via Git.
• Hardware Management: Experience accessing and managing remote servers via IPMI/BMC interfaces.

Preferred Qualifications

Experience using Terraform or Heat for infrastructure configuration management.

Direct experience supporting public or private cloud hosting components (VMs, Databases, Network Storage).