Enterprise Technical Account Manager

Newfold Digital; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health Insurance

HSA

401K

Life/AD&D/STD/LTD

Tuition Reimbursement

Pet Insurance

Vacation policy

Job summary

Bluehost, part of Newfold Digital, is seeking an Enterprise Technical Account Manager to deliver white-glove OCI-focused support for premium customers. You will own onboarding, guidance, and proactive success to deploy, operate, and optimize cloud environments.

As the primary technical advisor, you will lead incident management, architecture reviews, and cross-functional collaboration with engineering, security, and product teams to accelerate time-to-value and reduce downtime.

Qualifications

• 5+ years supporting enterprise cloud infrastructure.
• Experience administering OCI, AWS, Azure, or Google Cloud.
• Strong understanding of virtual networking, Linux, DNS, firewalls, VMs, storage, IAM, monitoring, and DR.
• Experience managing customer-facing technical escalations.
• Excellent written and verbal communication and project management.

Responsibilities

• Serve as the primary technical contact for premium OCI customers.
• Lead onboarding for new premium customers and review architectures.
• Provide best-practice guidance on high availability, DR, scalability, security, and cost optimization.
• Conduct recurring operational health reviews and monitor environments for risks.
• Identify optimization opportunities and drive adoption of OCI capabilities.
• Collaborate with Engineering, Security, Product, and Sales Engineering.
• Proactively communicate during incidents and manage complex issues end-to-end.

Skills

Enterprise cloud infrastructure

Cloud platforms (OCI, AWS, Azure, GCP)

Virtual networking

Linux administration

DNS

Firewalls

Virtual machines

Storage

IAM

Monitoring

Backup and disaster recovery

Customer-facing escalations

Communication

Project management

Tools

Kubernetes

Terraform

Containers

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 areseekinga 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, andoptimizecloud 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 frominitialresponse 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 customerarchitectureand deployment plans.
• Assistcustomers 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 roleprovidesarchitectural 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.
• Identifyoptimization 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.
• Identifyrecurring 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

toensure 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 willestablisha 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 throughexpertiseand 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.