Technical Account Manager

InfluxData is the creator of InfluxDB, the leading time series platform used to collect, store, and analyze all time series data at any scale. Developers can query and analyze their time-stamped data in real-time to discover, interpret, and share new insights to gain a competitive edge. InfluxData is a remote-first company with a globally distributed workforce. For more information, visitwww.influxdata.com.

The ideal Technical Account Manager (TAM) prioritizes their customers' success, communicates exceptionally well, acts professionally, strives to exceed expectations, enjoys building relationships, collaborates effectively with others, and can quickly learn new technologies. As a trusted advisor, the TAM will demonstrate their customer success track record by communicating effectively with partners and leveraging their extensive knowledge of the Influxdata platform to provide solutions that meet the customers' business needs. They will forge strong relationships with their customers and account teams, develop a deep technical understanding of their Influxdata implementation, and share best practices to provide proactive services. When significant incidents occur, the TAM will act as the point of contact, taking ownership of the customer's expectations and communication throughout the resolution process.

What you'll be doing:

• A team-focused and collaborative mindset.

• Passion for working with customers and taking ownership of their success.

• Background in problem-solving, including debugging and troubleshooting.

• Advocate for customers by prioritizing their interests and product quality within the development and product management domain.

• Ensure customers are fully adopting and expanding utilization of the InfluxData Platform.

• Develop a deep understanding of the customer's technical landscape and product usage.

• Enhance support capabilities by documenting customer environments, plans, and modifications.

• Identify potential customer needs to drive increased InfluxData utilization while highlighting technical obstacles and upsell opportunities.

• Guide customers during the adoption of new features or transitions to updated versions.

• Identify potential customer requirements to increase their use of InfluxData, flagging technical blockers representing technical risks and upsell opportunities.

• Advocate for customers by prioritizing cases, addressing bugs and feature requests, and translating customer input into actionable insights for InfluxData.

• Collaborate across internal teams during account escalations, assess customer technical risks, collaborate on mitigation plans, and coordinate technical escalations with R&D and support teams.

• Monitor and report on case, testing, and stability metrics.

• Support a global customer base via GitHub, community, email or ticketing systems

• Update and extend documentation

• Host recurring customer sync sessions, reviewing the customers tactical and strategic objects

• Assist with internal projects that provide value to TAM customers, such as integrating AI to improve customer adoption and platform insights.

What you bring to the team:

• Experience in a customer-facing position

• Excellent English written and verbal communication skills

• Empathy for people facing technical challenges

• Minimum of 4 years of technical work experience: support, development, engineering, etc.

• Proficient in at least one scripting language (Java, Python, C++, Bash, etc.) Knowledge of multiple languages and experience with machine learning frameworks like TensorFlow or PyTorch is a plus.

• Understanding of AI concepts: Familiarity with AI-related topics, such as natural language processing (NLP), computer vision, and reinforcement learning, is essential.

• Wide-ranging knowledge in database concepts, database clustering, HA services, load balancing, automation, monitoring and configuration management.

• Machine learning knowledge: Understanding of machine learning algorithms, including supervised and unsupervised learning, as well as deep learning techniques.

• Knowledge of visualizations using tools like Tableau, Power BI, or D3.js are a plus

• Knowledge of Networking and HTTP(S)d

• DevOps experience on public cloud environments

• Experience with containerization in a production environment

• Experience with Cloud technology and Platforms (GCP, Azure, AWS, Kubernetes)

• Experience working with RESTful APIs

We offer fantastic benefits for full time employees; in the US these include:

• Medical/dental/vision insurance with 100% coverage for employees and dependents

• Company contribution to your FSA

• Flexible Time Off - take the time you need

• Life Insurance, short and long term disability insurance

• 401k

• Wellness programs

• Annual professional development budget

• Financial planning and legal advice

Our Core Values

Our employees are the heart of the company and only by having a core set of beliefs and values will we be successful. We hire and live by these core values:

• We value each other

• We get stuff done

• We believe humility drives learning

• We embrace failure

• We are committed to open source

Visit our careers page to learn more about working at InfluxData.

InfluxData is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other categories protected by applicable law.

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InfluxData does not accept unsolicited resumes from headhunters and recruitment agencies through our website, job board or directly to employees. InfluxData will not pay fees to any third-party agency, headhunter or company that does not have a signed agreement for this position in place.

Beware of job scams and fraudulent offers! Our recruiters use @influxdata.com email addresses exclusively. We do not conduct interviews via text or instant message and we do not ask candidates to download software other than Zoom, to purchase equipment through us, or to provide sensitive personally identifiable information such as bank accounts or social security numbers. If you have been contacted by someone claiming to be from InfluxData from a different domain about a job offer, please report it as potential job fraud to law enforcement and to [email protected].