Technical Account Manager (Level 3 TAM)

A hybrid role:

the technical depth of an intermediate MMS Delivery Engineer, the relationship focus of an account manager, and the coordination discipline of the PMO. TAMs are the senior technical owners of their assigned accounts and the Level 3 escalation point for complex issues.

What You’ll Do

• Serve as the named technical point of contact for a portfolio of key customers and partners.

• Own Level 3 escalations — deep technical investigation of complex migration and platform issues, analyzing logs, system behavior, and platform performance to identify root causes.

• Coordinate resolution across Support, MMS Delivery, and Engineering, keeping the customer informed throughout.

• Provide light project management for account activities: track action items, risks, and follow-through.

• Lead technical onboarding and enablement for assigned accounts.

• Advocate internally for your accounts and surface recurring issues to product and delivery teams.

• Support planned migration and cutover events for your accounts, including scheduled after-hours coverage.

What You Bring

• 4–6 years combining hands-on infrastructure/cloud delivery with customer-facing responsibility.

• Solid migration and cloud fundamentals across AWS, Azure, GCP, and/or private cloud (intermediate MMS-level depth).

• Strong Linux/Windows Server, networking (firewalls, routing, VPNs, DNS), and virtualization (VMware vSphere/ESXi) troubleshooting skills.

• Genuine relationship-building ability — the “personality” to own a customer relationship, not just a ticket.

• Working project-management discipline: able to run action items, risks, and cadences without a dedicated PM.

• Excellent written and verbal communication with both technical and executive audiences.

• Comfortable operating independently across regional time zones, including shifted hours and periodic weekend coverage within the 24/7 follow-the-sun support rotation.

Bonus Points

• Direct RiverMeadow platform experience.

• Prior TAM, professional services, or solutions engineering experience.

• Scripting/automation (PowerShell, Python, or Bash).

• Relevant cloud and/or ITIL certifications.

• Backup, disaster recovery, or replication technologies.

• Experience with managed service providers (MSPs) or enterprise IT organizations.

Why This Role Matters

• TAMs bridge Support, Delivery, and the PMO for RiverMeadow’s most important accounts. They combine technical credibility with ownership and communication — the difference between a customer who merely gets answers and one who feels genuinely looked after.