Enterprise Technical Account Manager

Web.com Canada, Inc.; United States; On-site; USD 120,000 - 190,000; Full time

Job summary

Bluehost is seeking a highly technical Enterprise Technical Account Manager to deliver white-glove support for Oracle Cloud Infrastructure (OCI) workloads. You will act as the primary technical advisor, guiding onboarding, proactive success, and premium support to ensure smooth deployments and optimized performance.

You will coordinate cross-functional teams, manage critical incidents, and drive customer success plans for strategic accounts while continuously pursuing improvement in

Qualifications

• 5+ years supporting enterprise cloud infrastructure.
• Experience administering Oracle Cloud Infrastructure (OCI), AWS, Azure, or Google Cloud.
• Strong understanding of virtual networking, Linux, DNS, firewalls, VM, storage, IAM, monitoring, backup/DR.

Responsibilities

• Serve as the primary technical contact for premium OCI customers.
• Provide expert troubleshooting for infrastructure, networking, compute, storage, and cloud 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.
• Lead technical onboarding for new premium customers.
• Review customer architecture and deployment plans.
• Validate production readiness before launch.
• Conduct recurring operational health reviews.
• Identify optimization opportunities before issues occur.
• Recommend service improvements and new OCI capabilities.

Skills

OCI expertise

Enterprise cloud

Networking

Linux

Terraform

Kubernetes

Tools

Terraform

Kubernetes

OCI

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

• 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)