Technical Account Manager

Nebul; Leiden; Hybrid; EUR 90,000 - 135,000; Full time

Benefits offered by this job

Mobility budget

Equity participation

Hybrid Leiden office

Performance bonus

Job summary

Nebul is building Europe’s Intelligent Cloud and is seeking a Technical Account Manager to be the main technical contact for a portfolio of strategic customers. You will combine deep technical knowledge with end-to-end ownership, understanding each customer’s architecture, workloads, and consumption patterns, and coordinating escalations and communications during incidents.

You will play a pivotal role in capacity planning, onboarding, and delivering operational reviews, while maintaining health

Qualifications

• Experience in technical account management or comparable customer-facing technical role.
• Strong understanding of AI and GPU infrastructure.
• Familiarity with GPU compute concepts (H100/H200-class systems, NVLink, InfiniBand).
• Understanding of inference and model serving.
• Ability to discuss tokens, throughput, latency and context length as technical and commercial units.
• Good API literacy including REST APIs and OpenAI-compatible endpoints.
• Experience reading logs and using tools like cURL or Postman.
• Experience with HaloPSA or ITSM tools (ServiceNow, Jira, Zendesk, Freshdesk).
• Strong spreadsheet skills and ability to interpret operational data.
• Basic SQL or dashboard querying with Grafana/Metabase.
• Understanding of GDPR and data sovereignty requirements.
• Fluency in English and Mandarin Chinese; strong written and verbal communication.

Responsibilities

• Act as the primary technical contact for assigned customers.
• Understand customer architecture, workloads and consumption patterns.
• Own escalations from start to finish and coordinate with Platform/Infra teams during incidents.
• Lead root-cause analyses and post-incident reports.
• Run capacity planning against customer roadmaps and conduct reviews.
• Maintain account plans, health scores, risk registers and SLA reporting.
• Triage HaloPSA tickets and manage initial responses.
• Guide onboarding for new customers and coordinate provisioning and kickoff meetings.
• Keep records up-to-date and prepare usage data for GTM/executive reporting.
• Translate technical usage into operational and commercial insights.

Skills

Cloud infra

TAM experience

GPU infra

AI workloads

Incidents

APIs

REST APIs

Logging

ITSM tools

English & Mandarin

Communication

Ownership

Tools

HaloPSA

Jira Service Management

Zendesk

Freshdesk

cURL

Postman

Grafana

Metabase

Prometheus

Job description

Nebul is building Europe’s Intelligent Cloud: a sovereign cloud and AI infrastructure platform designed for organisations that require performance, control, security and data sovereignty.

We develop and operate advanced cloud, Kubernetes and GPU infrastructure across multiple European data centres. As our platform and customer base grow, we need to ensure that our customers receive technically credible, structured and proactive support throughout their journey with Nebul.

We are therefore looking for a Technical Account Manager to become the primary technical point of contact for a portfolio of strategic customers

Your Role

As a Technical Account Manager, you will combine technical expertise with end‑to‑end customer ownership.

You will develop a detailed understanding of each customer’s architecture, workloads, models and consumption patterns. You will coordinate technical escalations, manage communication during incidents and help customers plan their future capacity requirements.

This is not a traditional customer‑success or service‑delivery role. We are looking for someone with a strong technical foundation who can understand GPU infrastructure, AI workloads and APIs while bringing structure, transparency and operational discipline to the customer relationship.

What You Will Do

• Act as the primary technical point of contact for assigned customers
• Develop a detailed understanding of each customer’s architecture, workloads, models and consumption patterns
• Own technical escalations from start to finish
• Coordinate Platform and Infrastructure Engineering teams during incidents
• Coordinate root‑cause analyses and post‑incident reports
• Run capacity and consumption planning against customer roadmaps
• Lead monthly operational reviews and quarterly business reviews
• Maintain account plans, health scores, risk registers and SLA reporting
• Triage incoming HaloPSA tickets and own the initial response
• Handle routine technical and operational customer questions
• Ensure tickets are routed, followed up and resolved within agreed service levels
• Improve ticket‑triage processes, SLA rules, workflows and automation
• Guide new customers through Nebul’s established onboarding process
• Coordinate provisioning, environment setup, kick‑off meetings and customer communication
• Own and maintain the customer onboarding checklist
• Identify recurring onboarding issues and feed improvements back into the process
• Keep customer records, engagement tiers and usage information accurate and current
• Prepare weekly and monthly usage data for GTM and executive reporting
• Monitor consumption patterns and flag anomalies, risks and unexpected changes
• Translate technical usage into relevant operational and commercial insights

What We Are Looking For

• Professional experience in technical account management, cloud infrastructure, platform engineering, solutions engineering or a comparable customer‑facing technical role
• Strong understanding of AI and GPU infrastructure
• Familiarity with GPU compute concepts, including H100/H200‑class systems, NVLink, InfiniBand, multi‑tenancy, and node and cluster allocation
• Understanding of inference and model serving
• The ability to work with tokens, throughput, latency and context length as both technical and commercial units
• Good API literacy, including REST APIs, API keys and OpenAI‑compatible endpoints
• Experience reading logs and working with tools such as cURL or Postman
• Experience with HaloPSA or transferable ITSM experience from ServiceNow, Jira Service Management, Zendesk or Freshdesk
• Strong spreadsheet skills and the ability to retrieve and interpret operational data
• Basic experience with SQL or dashboard‑querying tools such as Grafana or Metabase
• Understanding of GDPR fundamentals and European data‑sovereignty requirements
• Professional fluency in English and Mandarin Chinese
• Strong written and verbal communication skills
• The ability to take ownership of technically complex customer situations
• A structured, calm and transparent approach during incidents and escalations

Nice to Have

• Experience with observability platforms such as Prometheus and Grafana
• Confidence interpreting infrastructure and application dashboards during incidentsExperience working with Kubernetes, private cloud or GPU‑based AI platforms
• Familiarity with ITIL‑based service‑management practices
• Experience supporting enterprise customers with business‑critical workloads
• Experience with capacity planning and infrastructure‑consumption forecasting
• Knowledge of cloud networking, storage and distributed systems
• Experience creating root‑cause analyses and customer‑facing incident reports

What We Offer

• A key customer‑facing role within Europe’s sovereign cloud and AI infrastructure
• The opportunity to work directly with strategic customers operating advanced AI workloads
• Significant ownership of technical customer relationships and operational processes
• The opportunity to help shape Nebul’s technical account‑management function
• A highly experienced and ambitious technical environment
• Direct collaboration with Nebul’s engineering leadership, platform teams and GTM organisation
• Competitive compensation
• A mobility budget
• A performance bonus and equity participation
• A hybrid working environment based around our office in Leiden
• The opportunity to grow with a rapidly scaling European technology company

Why Nebul

At Nebul, you will help build the technical relationships behind Europe’s Intelligent Cloud.

You will work with customers running demanding AI and GPU workloads and help them successfully operate, scale and develop their environments. Your work will directly influence customer trust, platform adoption and the quality of Nebul’s service delivery.

You will collaborate closely with our Platform, Infrastructure, AI and commercial teams. You will have the opportunity to improve how we onboard customers, manage technical escalations, plan capacity and translate infrastructure consumption into meaningful insights.

This is an opportunity to build—not simply inherit—the technical account‑management capability of an ambitious European technology company.

Ready to Become the Technical Partner Behind Europe’s Intelligent Cloud?