Enterprise Technical Account Manager

Newfold Digital; United States; Remote; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health Insurance

401K Matching

Tuition Reimbursement

Pet Insurance

Generous vacation policy

Job summary

Bluehost, part of Newfold Digital, is hiring an Enterprise Technical Account Manager to deliver white-glove support for customers running workloads on Oracle Cloud Infrastructure (OCI). You will onboard new premium customers, provide architectural guidance, and lead proactive success efforts across engineering, security, and product teams.

You will act as the primary technical advisor, coordinate incident response, and ensure customers deploy, operate, and optimize cloud environments while

Qualifications

• 5+ years delivering technical actions for premium support customers
• Experience administering Oracle Cloud Infrastructure (OCI), AWS, Azure or Google Cloud
• Strong knowledge of virtual networking, DNS, firewalls, VMs, storage and monitoring

Responsibilities

• Serve as the primary technical contact for premium OCI customers and manage critical incidents from start to finish
• Lead technical onboarding for premium customers and review deployment plans
• Provide architecture guidance on high availability, disaster recovery, scalability, security, and cost optimization
• Conduct recurring operational health reviews and identify optimization opportunities
• Offer proactive technical guidance and contribute to internal knowledge bases and playbooks
• Collaborate with cross-functional teams to ensure exceptional premium customer experience

Skills

OCI expertise

Cloud infrastructure

Linux administration

Networking

IAM

Monitoring

Backup & DR

Customer communication

Tools

Terraform

Kubernetes

Job description

Who We Are

At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support. We are seeking a highly technical, customer-focused Enterprise Technical Account Manager to deliver a white-glove support experience for customers running workloads on Oracle Cloud Infrastructure (OCI). This role combines onboarding, technical guidance, proactive customer success, and premium technical support to help customers successfully deploy, operate, and optimize cloud environments. Serving as the primary technical advisor for premium support customers, this individual will accelerate customer time-to-value, improve operational health, reduce downtime, and increase customer retention through proactive engagement and expert technical guidance.

What you’ll do & how you’ll make your mark.

Premium Technical Support

Serve as the primary technical contact for premium OCI customers. Provide expert troubleshooting for infrastructure, networking, compute, storage, virtualization, and cloud platform services. Manage critical technical incidents from initial response through resolution. Coordinate complex issues across engineering, operations, security, networking, and product teams. Own customer communications throughout the lifecycle of major incidents.

Customer Onboarding

Lead technical onboarding for new premium customers. Review customer architecture and deployment plans.

Assist customers with:

• OCI tenancy configuration
• Identity and access management
• Networking DNS
• Virtual Cloud Networks (VCNs)
• Load balancers
• Compute provisioning
• Storage configuration
• Monitoring
• Backup strategies

Validate production readiness before launch.

Architecture Guidance

Provide best practice recommendations for:

• High availability
• Disaster recovery
• Scalability
• Security posture
• Cost optimization
• Resource sizing
• Performance optimization
• Networking design
• Identity management
• Monitoring and observability

While this role provides architectural guidance, it is not responsible for designing or implementing customer applications.

Proactive Customer Success

Conduct recurring operational health reviews. Monitor customer environments for operational risks. Identify optimization opportunities before issues occur. Recommend service improvements and new OCI capabilities. Review platform usage and adoption. Drive customer success plans for strategic accounts.

Technical Guidance

Recommend automation opportunities. Identify recurring issues that should be addressed through documentation, tooling, or product improvements. Contribute to internal knowledge base articles and runbooks.

Cross-Functional Leadership

Partner closely with:

• Technical Operations
• Product Management
• Engineering
• Security
• Customer Success
• Professional Services
• Sales Engineering

to ensure an exceptional premium customer experience.

Who you are & what you’ll need to succeed.

5+ years supporting enterprise cloud infrastructure. Experience administering Oracle Cloud Infrastructure (OCI), AWS, Azure, or Google Cloud. Strong understanding of:

• Virtual networking
• Linux administration
• DNS
• Firewalls
• Virtual machines
• Storage
• IAM
• Monitoring
• Backup and disaster recovery

Experience managing customer-facing technical escalations. Excellent written and verbal communication skills. Strong project management and customer relationship skills.

Preferred Qualifications

OCI Architect or OCI Professional certification. Experience supporting hosting or managed infrastructure platforms. Familiarity with Kubernetes, containers, and virtualization. Experience with Infrastructure as Code (Terraform preferred). Experience supporting databases, web servers, and application hosting environments.

Success Metrics

• Customer onboarding time
• Premium customer satisfaction (CSAT)
• First response SLA attainment
• Mean time to resolution (MTTR)
• Renewal rate of premium customers
• Reduction in repeat technical issues
• Adoption of recommended best practices
• Number of proactive customer health reviews completed
• Customer expansion and retention influence

What Success Looks Like Within the first year, this individual will establish a premium support experience that delivers

Rapid onboarding for premium customers. Trusted technical advisory relationships. Proactive operational guidance. Faster incident resolution. Higher customer satisfaction and retention. Increased adoption of OCI best practices. A scalable premium support offering that differentiates the organization through expertise and customer success.

Why you’ll love us.

Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with employees globally. We care about you. We provide excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/AD&D/STD/LTD, Tuition Reimbursement, Pet Insurance, Generous vacation policy, and much more!

Where can we take you?

We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with Bluehost #OTOD! #LI-SM1 #LI-Remote #Bluehost Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship. This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above. Newfold Digital is a leading web technology company serving nearly seven million customers globally. Established in 2021 through the combination of leading web services providers Endurance Web Presence and Web.com Group, our portfolio of brands includes: BlueHost, CrazyDomains, HostGator, Network Solutions, Register.com, Web.com, and many others. We help customers of all sized build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with customers to serve their online presence needs.