Technical Account Manager

groundcover is a fast-growing B2D company set to reinvent the way developers monitor their cloud-native applications and impact their organization’s scale. We help teams by providing them with the insights they need to troubleshoot better and faster when trouble hits. We believe that even the most complex systems can have a flawless and amazing user journey.

If you get butterflies in your stomach from taking customers to that elusive AHA moment and find yourself diving hands-deep into any new technology around, this might just be your best career move yet.

What You’ll Do:

• Be the go-to tech guru and main point of contact for our customers, helping them navigate any challenges.
• Deliver a smooth and successful onboarding experience to our new customers, forging strong connections and boosting product usage and engagement.
• Champion customer needs inside groundcover, ensuring their voices are heard in technical discussions.
• Power up our knowledge base by crafting helpful documentation, engaging video tutorials, and ready-to-go solutions for common problems.
• Juggle multiple customer issues at once, making sure nothing slips through the cracks
• Quickly escalate harder to solve issues to the right internal teams to ensure swift resolutions.
  
  

• 3+ years of experience in a technical customer-facing support role, such as Technical Sales / Customer Success Engineer /Technical Account Manager/ PS or a similar
• Solid background and practical experience in working with one, or more CSPs (AWS, Azure, GCP) and a proven experience in cloud DevOps practices.
• Excellent customer-facing skills: training, coaching, discussion management, conflict resolution and ability to creatively explain and present complex concepts in an easy-to-understand manner.
• Strong written and verbal communication skills in English, as well as business and technical acumen.
  
  

• BA/BSc degree in Computer Science, or a similar field, or equivalent practical experience.
• Strong foundation and hands-on experience in Observability, particularly with OSS tools like the Grafana stack, ELK and OpenTelemetry / Jaeger