Technical Account Manager — Datacenter Ops & Customer Success Partner

Redballoonats; Kansas City (MO); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Parental leave

Baby bonuses

Marital bonuses

Holidays

Job summary

Patmos Hosting, Inc. is seeking a technically adept Technical Account Manager to own day-to-day support for assigned ATUs, ensuring uptime and customer satisfaction.

The role focuses on datacenter operations with planned expansion into networking and application layers, delivering proactive guidance and white-glove service. Reporting to the Director of Customer Support within the Infrastructure group, you will collaborate across the revenue organization to align support activities with customer

Responsibilities

• Serve as the primary technical point of contact for all support incidents, requests, changes, and escalations within assigned ATUs.
• Proactively monitor customer environments, triage issues in real time, and drive rapid resolution to sustain uptime and aggressive operational metrics.
• Maintain strict adherence to established premium support SLAs, including response times, resolution targets, and escalation protocols.
• Partner closely with the CSM (if assigned to the ATU) to jointly own and improve operational and customer-satisfaction metrics, including Net Promoter Score (NPS).
• Act as a fully embedded member of the customer ATU, providing timely technical guidance, status updates, and proactive recommendations that support account health, retention, and growth.
• Deliver white-glove service that builds trust and positions Patmos Hosting as the reliable infrastructure partner.
• Maintain and demonstrate deep technical proficiency in datacenter operations, infrastructure management, and Patmos Hosting platforms.
• Rapidly learn and apply new concepts, tools, and processes as the role expands to support networking and application layers of customer environments.
• Contribute to knowledge sharing within the broader Support team to elevate overall technical capability.
• Own proactive environment monitoring, health checks, and preventive maintenance to minimize incidents and optimize performance.
• Document all activities, root-cause analyses, and lessons learned within the company CRM to support continuous improvement and cross-team visibility.
• Collaborate with the Director of Customer Support on process refinements and contribute to the ongoing evolution of SOPs and SLAs.
• Work in close coordination with ATU leadership and the revenue organization to ensure support activities directly advance customer success and revenue objectives.
• Provide regular technical insights and risk/opportunity reporting to both the Director of Customer Support (solid line) and ATU stakeholders (dotted line).

Job description

Patmos Hosting, Inc. is seeking a technically adept Technical Account Manager to own day-to-day support for assigned ATUs, ensuring uptime and customer satisfaction.

The role focuses on datacenter operations with planned expansion into networking and application layers, delivering proactive guidance and white-glove service. Reporting to the Director of Customer Support within the Infrastructure group, you will collaborate across the revenue organization to align support activities with customer