Technical Account Manager (TAM)

About the Role

At Fanap, we believe in building a better future through responsibility, collaboration, innovation, and continuous learning. As we continue to expand our cloud infrastructure services, we are looking for a Technical Account Manager (TAM) who is passionate about technology and customer success.

In this role, you will serve as the primary technical advisor for our customers, helping them maximize the value of our cloud solutions. You will build trusted relationships, understand customers' technical and business objectives, and work closely with Engineering, Operations, and Product teams to deliver reliable, scalable, and high-quality solutions. Your expertise will play a key role in driving customer satisfaction, long-term partnerships, and successful adoption of our cloud services.

Your Role on the Team

• Serve as the primary technical point of contact and trusted advisor for assigned customers.
• Build and maintain strong, long-term customer relationships by understanding technical challenges and business goals.
• Provide technical guidance on cloud infrastructure, DevOps practices, and solution architecture to help customers optimize their environments.
• Collaborate with Engineering, Operations, Product, and Support teams to investigate, troubleshoot, and resolve technical issues.
• Proactively monitor customer environments, identify potential risks, and recommend improvements to enhance performance, reliability, and security.
• Drive customer success through regular technical reviews, proactive communication, and strategic technical consultation.
• Advocate for customer needs by communicating product feedback and technical requirements to internal teams.
• Support customers during onboarding, adoption, upgrades, and implementation of new cloud services and features.
• Ensure timely follow-up and ownership of customer issues until successful resolution.

Requirements

• Good understanding of Linux, cloud infrastructure, and DevOps concepts.
• Familiarity with container technologies, Kubernetes, virtualization, and networking principles.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
• Excellent verbal and written English communication skills.
• Experience in a customer-facing technical role such as Technical Support, Solutions Engineering, Technical Account Management, or Customer Success is preferred.

Preferred Qualifications

• Experience working with public or private cloud platforms.
• Familiarity with Infrastructure as Code (IaC) and automation tools such as Ansible or Terraform.
• Basic knowledge of CI/CD pipelines and modern software delivery practices.
• Experience with monitoring, logging, and observability tools.
• Cloud or Linux-related certifications are considered a plus.

Soft Skills

• Excellent interpersonal and relationship-building skills with the ability to establish trusted customer partnerships.
• Strong collaboration and cross-functional teamwork.
• Customer-first mindset with a proactive and consultative approach.
• Ownership mentality with excellent problem-solving and decision-making abilities.
• Strong organizational skills with the ability to manage multiple customer engagements simultaneously.
• Adaptability, continuous learning mindset, and a passion for emerging cloud technologies.