Technical Account Engineer

OpenMetal, Inc.; India; Remote; INR 900,000 - 1,300,000; Full time

Job summary

OpenMetal, Inc. is seeking a technically oriented Customer-Facing Technical Account Engineer to serve as the bridge between enterprise customers, products, and internal engineering teams.

You will troubleshoot cloud environments, onboard customers, and maintain documentation while collaborating with US engineering teams. The role requires strong English communication skills, remote work in India, and hands-on experience with Linux systems, cloud platforms, and automation tools.

Qualifications

• 3+ years in customer-facing technical support, system administration, networking, or cloud operations.
• Strong written and verbal English communication with experience creating customer-facing technical documentation.
• Advanced Linux administration, including clustered environments and live root-level updates.

Responsibilities

• Diagnose and resolve technical inquiries across client cloud systems via tickets, chats, calls, and video sessions.
• Assist with onboarding, platform provisioning, customization requests, and pre-sales configurations.
• Write and maintain Bash and Ansible scripts to automate operations and deploy software updates.
• Create internal and external technical documentation, runbooks, and process guides using Markdown, Git, Wiki, or Google Docs.
• Monitor customer-facing platforms, configure alerting tools, and own outages until resolution.
• Surface customer feedback, bug reports, and feature requests to engineering to improve product performance.

Skills

Cloud & containers

Linux admin

Ansible & Python

Networking basics

Git version control

IPMI/BMC access

Documentation writing

Tools

Terraform

Job description

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).