Senior Technical Account Manager

Role Overview

• Own a portfolio of named strategic customers (typically $500K+ ACV), with flexibility to engage additional high-value Azul Prime customers as opportunities arise.
• Build and maintain deep, long-term relationships with technical stakeholders — SREs, Java developers, platform engineers, and architects.
• Partner closely with Sales, Customer Success, and Support on joint account planning, renewals, and expansion opportunities.
• Serve as the primary technical advisor for Azul Prime across your accounts.
• Lead troubleshooting, root cause analysis, and performance tuning engagements for JVM-based applications running at enterprise scale.
• Provide architectural guidance on reliability, scalability, latency, throughput, and cloud cost optimization.
• Work with customers to identify and qualify candidate applications for Azul Prime, then partner with them through successful production deployment.
• Collaborate with Azul’s runtime, compiler, GC, and tooling engineering teams to resolve complex technical issues.
• Channel structured, actionable customer feedback into Azul’s product and engineering organizations to help shape the roadmap.
• Act as a senior point of technical escalation for high-severity issues within your accounts.
• Design and deliver customer-facing workshops, training sessions, and technical business reviews.
• Create and maintain high-quality technical documentation, runbooks, and reusable customer-facing assets for Azul Prime.
• Share knowledge internally, mentoring peers across the TAM, Sales Engineering, and Support organizations.
• Keep internal systems current with account activity, engagement notes, and customer outcomes.

Requirements

• 12+ years in senior technical roles such as software engineering, SRE, performance engineering, or cloud/platform engineering.
• 8+ years in customer-facing technical roles (TAM, solutions architect, consulting engineer, or SRE with direct customer engagement).
• Strong working knowledge of Java programming and JVM internals — garbage collection, JIT compilation, class loading, threading, and memory model.
• Demonstrated experience tuning and troubleshooting enterprise-scale Java applications in production.
• Demonstrated ability to perform root cause analysis and apply structured problem-solving techniques.
• Strong Linux fundamentals, including shell scripting and performance troubleshooting on Linux systems.
• Hands-on experience with distributed systems, public cloud platforms (AWS, GCP, and/or Azure), and containerization (Kubernetes, Docker).
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts for audiences ranging from individual engineers to senior executives.
• Based in North America and able to travel occasionally to customer sites (typically 10–20%).
• Deep specialization in JVM performance tuning, GC behavior analysis, and low-latency Java applications.
• Experience with observability and monitoring stacks (Prometheus, Grafana, Datadog, New Relic, Dynatrace, JFR, or similar APM tools).
• Familiarity with microservices architectures and modern cloud-native Java deployment patterns.
• Cloud platform certification (AWS, Azure, GCP) or SRE-related certifications.
• Contributions to open-source Java projects or active participation in the broader Java technical community.
• Experience using Jira and Confluence to raise bugs and maintain documentation.
• Prior experience with Azul Prime, OpenJDK, HotSpot, or other commercial Java runtimes.

Tech Stack

• AWS
• Azure
• Cloud
• Distributed Systems
• Docker
• Google Cloud Platform
• Grafana
• Java
• Kubernetes
• Linux
• Microservices
• Prometheus
• Shell Scripting