Technical Account Manager

Sharon AI, Inc; Sydney; On-site; AUD 120,000 - 170,000; Full time

Job summary

Sharon AI, Inc is seeking an experienced Technical Account Manager to be the trusted technical advisor for our Australian customer base. You will work closely with Customer Success, Project Management and Engineering teams to guide onboarding, workload sizing, and escalations across AI infrastructure environments.

You will manage relationships with engineering stakeholders, provide hands-on technical guidance, and help optimize performance and capacity for AI workloads.

Qualifications

• Previous experience in a technical account management or similar customer-facing technical role.
• Strong relationship management with credibility with technical stakeholders.
• Excellent written and verbal communication; ability to explain complex technical concepts clearly.
• Understanding of cloud infrastructure and cloud technologies.
• Experience with AI, ML and LLM technologies.
• Familiarity with AI infrastructure, GPU clusters or HPC environments.
• Experience using Jira or similar ticketing platforms.

Responsibilities

• Act as the primary technical contact for Sharon AI's established customers.
• Provide technical guidance and support beyond day-to-day BAU support.
• Partner with Customer Success to deliver outstanding customer experience across the lifecycle.
• Coordinate technical escalations with internal teams to ensure timely resolutions.
• Support onboarding and handovers into operational support with Project Managers.
• Assist with workload sizing and resource planning for AI environments.
• Conduct capacity planning, health checks, and performance optimisation with customer teams.
• Monitor infrastructure and identify opportunities to improve customer environments.
• Collaborate with internal teams to feed customer feedback into product improvements.
• Build long-term technical partnerships driving adoption and retention.

Skills

Relationship management

Technical communication

Cloud infrastructure

AI/ML workloads

Jira

Troubleshooting

Tools

Jira

Job description

Sharon AI is building the infrastructure powering the next generation of artificial intelligence.

Operating across AI infrastructure, high-performance compute, cloud platforms and large-scale technology environments, Sharon AI delivers scalable, secure and commercially sustainable infrastructure solutions supporting advanced AI workloads globally.

As Sharon AI continues to scale, we're looking for an experienced Technical Account Manager to become the trusted technical advisor for our growing customer base across Australia.

Working closely with Customer Success, Project Management, BAU Support, Product Engineering and Solution Architecture teams, you'll provide hands-on technical guidance throughout the customer lifecycle. From onboarding and workload sizing through to technical escalations, performance optimisation and capacity planning, you'll help ensure customers maximise the value of their AI infrastructure.

This is an excellent opportunity for someone who enjoys combining strong customer relationship skills with deep technical expertise while working at the forefront of AI infrastructure.

What You'll Be Doing

• Act as the primary technical contact for Sharon AI's established customers, building trusted relationships with engineering and technical stakeholders.
• Provide technical guidance and support for customer enquiries that extend beyond day-to-day BAU support.
• Partner closely with Customer Success Managers to deliver an outstanding customer experience across the entire customer lifecycle.
• Coordinate technical escalations with BAU Support, Product Engineering and Solution Architecture teams to ensure timely issue resolution.
• Support customer onboarding by working alongside Project Managers to ensure smooth technical handovers into operational support.
• Assist customers and Sales teams with workload sizing, infrastructure recommendations and resource planning for AI environments.
• Conduct technical reviews, capacity planning discussions, system health checks and performance optimisation initiatives with customer engineering teams.
• Monitor infrastructure performance and proactively identify opportunities to improve customer environments.
• Collaborate across internal technical teams to ensure customer feedback influences product and platform improvements.
• Build long-term technical partnerships that drive customer success, adoption and retention.

What We're Looking For

• Previous experience as a Technical Account Manager, Solutions Architect or similar customer-facing technical role.
• Strong relationship management skills with the ability to build credibility with technical stakeholders.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• Demonstrated understanding of cloud infrastructure and cloud technologies.
• Experience working with AI, machine learning and large language model (LLM) technologies.
• Understanding of AI infrastructure, GPU clusters, AI factory hardware or high-performance computing environments.
• Experience using Jira or similar ticketing platforms.
• Strong troubleshooting, problem-solving and incident management capabilities.
• A collaborative approach and the ability to work effectively across customer-facing and engineering teams.

Highly Regarded

• Experience working within a Neocloud, HPC, Cloud, Infrastructure or Managed Services environment.
• Exposure to ITIL or similar service management frameworks.
• Experience supporting enterprise infrastructure customers in complex technical environments.

Why Join Sharon AI?

This is an opportunity to join one of Australia's fastest-growing AI infrastructure businesses and play a key role in helping customers unlock the full potential of next-generation AI platforms.

You’ll work alongside highly talented engineers, architects and customer success professionals while supporting cutting-edge AI infrastructure used by some of Australia's leading technology organisations.

If you're passionate about combining technical expertise with customer engagement and want to help shape the future of AI infrastructure, we'd love to hear from you.

Our Values

Integrity - Innovation - Collaboration - Wellbeing - Inclusion