Overview

We are hiring our first Technical Account Manager (TAM) to serve as a trusted advisor and strategic partner to several of our largest and most strategic customers in the EMEA region. In this role, you will be responsible for building and maintaining strong, long-lasting customer relationships, managing support requests, designing proactive triage systems, and ensuring seamless communication between our company and our clients. With support from a team of Forward Deployed Engineers (FDEs) who act as technical contacts to resolve issues, the TAM will own service escalations and communications and work closely with FDEs to meet SLA promises, optimize customer experiences, and drive successful outcomes. Our TAMs are available during customer working hours. At times, availability outside of these hours will be required for critical support. If you are passionate about Artificial Intelligence, cloud infrastructure and customer success, this is an opportunity to make a significant impact.

Responsibilities

• Act as the primary point of contact and advocate for our customers - obsessing over their needs and ensuring their success with our cloud platform.
• Oversee and prioritize incoming support requests, collaborating with technical support and engineering teams to ensure timely resolution. Provide hands-on assistance to troubleshoot issues, escalating complex cases as needed while keeping customers informed throughout the process.
• Partner with customers to plan and execute onboarding, data migration, and ongoing operational improvements.
• Conduct regular business reviews with customers to assess performance, identify opportunities for improvement, and align solutions with their evolving needs. Deliver clear, concise, and impactful communications to customers and internal stakeholders.
• Translate complex technical concepts into actionable insights, ensuring alignment and understanding.
• Stay ahead of industry trends and emerging technologies to proactively recommend innovative solutions to customers.
• Represent the voice of the customer internally, providing feedback to improve products, services, and support processes.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 5+ years of experience in a customer-facing technical role, such as Technical Account Manager, Solutions Architect, or Cloud Support Engineer.
• Strong understanding of cloud architecture, DevOps practices, and tools such as Docker, Kubernetes, SLURM, CI/CD pipelines, or Infrastructure as Code (e.g., Terraform, CloudFormation).
• Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Experience with project management, cloud migration, or enterprise support is a plus.
• Demonstrated ability to manage complex support requests, anticipate customer needs, and develop innovative support systems to enhance service delivery. Must be able to manage multiple priorities in a fast-paced environment while maintaining a customer-first mindset.

Preferred / Exceptional candidates have one or more of the following experiences

• Startup Experience: Worked at an early-stage company (pre-Series A or Series A).
• System Design Expertise: Designed and implemented end-to-end systems (e.g., software, support, infrastructure, workflows) from the ground up, with demonstrable impact on business or technical outcomes.
• Role Scaling Experience: Successfully expanded the scope of responsibilities in a previous position, growing impact through ownership, teamwork, or system expansion.
• Problem-Solving Mindset: Ability to break down complex challenges and iterate quickly based on feedback or data.
• Hands-on experience with cloud platforms, including AWS, Google Cloud, and Azure.
• Proficiency in scripting or programming (e.g., Python, Java, or PowerShell).

Benefits

• Competitive total compensation package (cash + equity).
• Retirement or pension plan, in line with local norms.
• Health, dental, and vision insurance.
• Generous PTO policy, in line with local norms.
• Fluidstack is remote first, with offices in key hubs. For all other locations, WeWork access is provided.