Technical Account Manager (Technical Service Delivery) - remote in the US

Mirantis is the Kubernetes-native AI infrastructure company, enabling organizations to build and operate scalable, secure, and sovereign infrastructure for modern AI, machine learning, and data-intensive applications.

By combining open source innovation with deep expertise in Kubernetes orchestration, Mirantis empowers platform engineering teams to deliver composable, production-ready developer platforms across any environment - on-premises, in the cloud, at the edge, or in sovereign data centers. As enterprises navigate the growing complexity of AI-driven workloads, Mirantis delivers the automation, GPU orchestration, and policy-driven control needed to manage infrastructure with confidence and agility. Committed to open standards and freedom from lock-in, Mirantis ensures that customers retain full control of their infrastructure strategy.

This is a strategically technical, client-facing management role, leading enterprise clients through complex production infrastructure challenges and ensuring operational excellence across Mirantis platforms. As a Technical Account Manager (Technical Service Delivery), you will be the primary technical owner for a set of enterprise clients operating Mirantis platforms in production environments.

This role guides clients through incidents, upgrades, and architectural decisions, ensuring their platforms remain stable, performant, and prepared for future growth.

You will work closely with Support, Engineering, and Customer Success teams, acting as a trusted technical advisor to client engineering teams and senior stakeholders responsible for mission-critical systems. You will also lead strategic account reviews, present platform health and risk to executives, and provide recommendations that influence operational direction and long-term platform strategy.

What you will do:

Own the technical relationship

• Act as the primary technical authority for assigned enterprise clients.
• Develop a deep understanding of client environments across compute, control plane, networking, storage, and security layers in OpenStack and Kubernetes.
• Build long-term trust through sound technical judgment, structured communication, and strategic guidance.
• Lead Quarterly Business Reviews (QBRs) and other executive-facing sessions, clearly presenting platform health, risks, remediation strategies, and future operational plans.
• Translate complex technical issues into actionable insights for both technical teams and executive leadership, balancing technical depth with strategic clarity.
  

Lead support delivery and escalations

• Lead high-severity (P0/P1) incidents and enterprise escalation calls, driving war rooms, structured triage, and root cause analysis across infrastructure layers.
• Coordinate cross-functional internal teams and provide guidance to clients and executives on technical trade-offs, operational risk, and remediation strategy.
• Assess complex operational scenarios, including hardware, OS, and platform upgrades, and provide informed recommendations that ensure reliability, performance, and scalability.

Improve platform health and operations

• Conduct regular platform health reviews and risk assessments.
• Identify recurring issues and implement long-term operational improvements, advising on architecture, lifecycle, and capacity decisions to reduce risk and optimize performance.
• Proactively identify operational and performance risks, guiding clients on mitigation strategies before they impact production.
• Guide clients through upgrades, lifecycle management, and capacity planning.

Drive adoption and value

• Help clients adopt and effectively operate Mirantis technologies, including Mirantis Kubernetes Engine (MKE), Mirantis Container Runtime (MCR), k0rdent, Lens, Mirantis OpenStack
• Partner with Customer Success on retention, renewals, and expansion, leveraging technical credibility and operational insight.
  

Why this role matters

This role is critical to how Mirantis supports enterprise clients operating complex, production-critical platforms at scale. You will have real ownership, strategic influence, and the opportunity to shape operational excellence for mission-critical infrastructure. Your guidance will influence platform stability, risk mitigation, and long-term operational strategy.

What you bring (required)

• 5+ years of experience in technical account management, service delivery, or similar client-facing, infrastructure-focused leadership roles.
• Proven experience providing technical leadership and operational guidance for enterprise, regulated, or high-performance production environments, leveraging OpenStack, Kubernetes, and hybrid cloud infrastructure.
• Strong understanding of core OpenStack components (Nova, Neutron, Cinder, Keystone, Glance), Linux systems, distributed systems, networking, and storage from a strategic, operational perspective.
• Demonstrated ability to lead high-severity incidents, escalate appropriately, and communicate effectively with executives and engineering teams.
• Ability to provide architectural guidance and strategic recommendations, including OS, hardware, and platform upgrades, balancing operational, technical, and business considerations.
• Ability to provide proactive risk identification and mitigation guidance.

How success is measured

• Strong SLA performance and a measurable reduction in escalations.
  High client satisfaction (CSAT > 95%), driven by technical credibility and strategic guidance.

• Fewer repeat incidents through proactive, systemic platform improvements.
  Increased client confidence and effective adoption of Mirantis platforms.

• Clear, actionable outcomes delivered in QBRs and strategic account sessions.
  

Why this role matters

This role is critical to how Mirantis supports enterprise clients operating complex, production-critical platforms at scale. You will have real ownership, strategic influence, and the opportunity to shape operational excellence for mission-critical infrastructure. Your guidance will influence platform stability, risk mitigation, and long-term operational strategy.

What does Mirantis offer you?

• Work with an established Silicon Valley leader in the cloud infrastructure industry.
• Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies.
• Be a part of cutting-edge, open-source innovation.
• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.
• Receive a competitive compensation package with strong benefits plan

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