Technical Account ManagerOur 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.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 DoIndependently own 5-10 customer accounts across the full lifecycle: onboarding, adoption, expansion, and renewalDevelop and maintain account success plans that align TensorWave capabilities to customer roadmapsLead quarterly business reviews (QBRs) with customer engineering and management stakeholdersMonitor account health metrics (utilization, ticket volume, CSAT) and take corrective action before issues escalateIdentify and triage technical risks—underutilization, configuration drift, pending hardware end-of-life—before they become escalationsCoordinate cross-functional responses to P1/P2 incidents including NOC, Infrastructure, and Engineering teamsProduce customer-facing technical documentation: architecture diagrams, runbooks, migration plans, and post-incident reportsPerform root cause analysis on infrastructure incidents using logs, metrics, and tracing toolsPartner with Sales on upsell and expansion discussions; provide technical qualification for new workloadsIdentify qualified expansion opportunities and support commercial conversations with technical depthContribute to the internal knowledge base; flag gaps in tooling or process to leadership with proposed solutionsMentor TAM peers on technical topics and account management best practicesParticipate in internal enablement sessions and share learnings from customer engagementsRequired Experience3+ 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 outcomesExperience 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 patternsWorking knowledge of data center operations: power, cooling, hardware lifecycle, and maintenance windowsExperience leading customer-facing business reviews and producing executive-level status communicationsExcellent written and verbal communication skills, particularly when engaging with both technical engineers and business stakeholdersPreferred ExperienceExperience in GPU cloud, HPC, or AI/ML infrastructure operationsProficiency in Kubernetes administration, GPU workload scheduling, and multi-node cluster managementFamiliarity with AMD GPU platforms (MI300X, MI325X, MI355X) and the ROCm software ecosystemBackground with WEKA or parallel file systems in high-performance compute environmentsExperience with ITIL or structured incident management and change management frameworksHands-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 utilitiesBackground in cloud infrastructure providers (AWS, GCP, Azure, or neocloud/GPU cloud providers)What We OfferStock Options100% paid Medical, Dental, and Vision insurance for EmployeesCompany Health Savings Account Contributions100% paid Short Term and Long Term Disability Insurance for EmployeesLife and Voluntary Supplemental Insurance OptionsOther Insurance Options, such as Pet & Legal InsuranceVarious Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness SupportFlexible Spending Account401(k)Employee Assistance ProgramFlexible PTOPaid HolidaysParental LeaveOther In-Office PerksEqual Employment OpportunityTensorWave 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 AccommodationsTensorWave provides reasonable accommodations in accordance with applicable laws.
If you require accommodation during the hiring process, please contact EligibilityAll offers of employment are contingent upon verification of identity and authorization to work in United States, as required by law.Background ChecksWhere permitted by law, employment may be contingent upon the successful completion of a job-related background check.Data Privacy NoticeBy 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.