Technical Account Manager

Job description

About TensorWave Our mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure. About the Role We are looking for a Technical Account Manager to independently own a portfolio of customer accounts and serve as the primary technical point of contact across the full customer lifecycle. Reporting into CX, our TAMs manage onboarding, adoption, expansion, and renewal for a mix of mid-market and enterprise customers running workloads on TensorWave’s infrastructure. This role sits at the intersection of technical depth and relationship management. You will develop tailored success plans aligned to customer business objectives, lead escalation coordination during critical incidents, and partner with Sales to identify expansion opportunities. Beyond your own accounts, you will contribute to the broader TAM team through knowledge sharing, process improvement, and mentorship of junior peers. If you thrive in fast-paced environments and want to be a trusted advisor to customers building at the frontier of AI, this role is for you. What You’ll Do - Independently own 5-10 customer accounts across the full lifecycle: onboarding, adoption, expansion, and renewal - Develop and maintain account success plans that align TensorWave capabilities to customer roadmaps - Lead quarterly business reviews (QBRs) with customer engineering and management stakeholders - Monitor account health metrics (utilization, ticket volume, CSAT) and take corrective action before issues escalate - Identify and triage technical risks—underutilization, configuration drift, pending hardware end-of-life—before they become escalations - Coordinate cross-functional responses to P1/P2 incidents including NOC, Infrastructure, and Engineering teams - Produce customer-facing technical documentation: architecture diagrams, runbooks, migration plans, and post-incident reports - Perform root cause analysis on infrastructure incidents using logs, metrics, and tracing tools - Partner with Sales on upsell and expansion discussions; provide technical qualification for new workloads - Identify qualified expansion opportunities and support commercial conversations with technical depth - Contribute to the internal knowledge base; flag gaps in tooling or process to leadership with proposed solutions - Mentor TAM peers on technical topics and account management best practices - Participate in internal enablement sessions and share learnings from customer engagements Required Experience - 3+ years of experience in a technical, customer-facing role (solutions engineering, technical account management, customer success engineering, or similar) - Demonstrated independent ownership of enterprise customer relationships with measurable retention and expansion outcomes - Experience with ticketing and incident tracking systems (e.g., PagerDuty, Jira, or equivalent) - Ability to diagnose and resolve networking issues independently (BGP peering, RDMA/RoCE, optical link performance) - Solid understanding of distributed ML training frameworks (PyTorch, JAX) and inference serving patterns - Working knowledge of data center operations: power, cooling, hardware lifecycle, and maintenance windows - Experience leading customer-facing business reviews and producing executive-level status communications - Excellent written and verbal communication skills, particularly when engaging with both technical engineers and business stakeholders Preferred Experience - Experience in GPU cloud, HPC, or AI/ML infrastructure operations - Proficiency in Kubernetes administration, GPU workload scheduling, and multi-node cluster management - Familiarity with AMD GPU platforms (MI300X, MI325X, MI355X) and the ROCm software ecosystem - Background with WEKA or parallel file systems in high-performance compute environments - Experience with ITIL or structured incident management and change management frameworks - Hands-on experience with monitoring and observability platforms (e.g., Grafana, Prometheus, or similar) - Scripting or automation skills (Python, Bash) for building operational tooling or customer-facing utilities - Background in cloud infrastructure providers (AWS, GCP, Azure, or neocloud/GPU cloud providers) What We Offer - Stock Options - 100% paid Medical, Dental, and Vision insurance for Employees - Company Health Savings Account Contributions - 100% paid Short Term and Long Term Disability Insurance for Employees - Life and Voluntary Supplemental Insurance Options - Other Insurance Options, such as Pet & Legal Insurance - Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support - Flexible Spending Account - 401(k) - Employee Assistance Program - Flexible PTO - Paid Holidays - Parental Leave - Other In-Office Perks Equal Employment Opportunity TensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law. Reasonable Accommodations TensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact accomodations@tensorwave.com. Employment Eligibility All offers of employment are contingent upon verification of identity and authorization to work in United States, as required by law. Background Checks Where permitted by law, employment may be contingent upon the successful completion of a job-related background check. Data Privacy Notice By submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy laws.