Technical Account Manager

About Tensor Wave

Our mission is simple: deliver seamless, secure, reliable, and resilient AI compute 've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure.

We are looking for a Technical Account Manager to independently own a portfolio of customer accounts and serve as the primary technical point of contact across the full customer lifecycle. Reporting into CX, our TAMs manage onboarding, adoption, expansion, and renewal for a mix of mid‑market and enterprise customers running workloads on Tensor Wave’s infrastructure.

This role sits at the intersection of technical depth and relationship management. You will develop tailored success plans aligned to customer business objectives, lead escalation coordination during critical incidents, and partner with Sales to identify expansion opportunities. Beyond your own accounts, you will contribute to the broader TAM team through knowledge sharing, process improvement, and mentorship of junior peers. If you thrive in fast‑paced environments and want to be a trusted advisor to customers building at the frontier of AI, this role is for you.

• Independently own 5-10 customer accounts across the full lifecycle: onboarding, adoption, expansion, and renewal

• Develop and maintain account success plans that align Tensor Wave capabilities to customer roadmaps

• Lead quarterly business reviews (QBRs) with customer engineering and management stakeholders

• Monitor account health metrics (utilization, ticket volume, CSAT) and take corrective action before issues escalated

• Identify and triage technical risks—under utilization, configuration drift, pending hardware end-of-life—before they become escalations

• Coordinate cross‑functional responses to P1/P2 incidents including NOC, Infrastructure, and Engineering teams

• Produce customer‑facing technical documentation: architecture diagrams, runbooks, migration plans, and post‑incident reports

• Perform root cause analysis on infrastructure incidents using logs, metrics, and tracing tools

• Partner with Sales on upsell and expansion discussions; provide technical qualification for new workloads

• Identify qualified expansion opportunities and support commercial conversations with technical depth

• Contribute to the internal knowledge base; flag gaps in tooling or process to leadership with proposed solutions

• Mentor TAM peers on technical topics and account management best practices

• Participate in internal enablement sessions and share learnings from customer engagements

• 3+ years of experience in a technical, customer‑facing role (solutions engineering, technical account management, customer success engineering, or similar)

• Demonstrated independent ownership of enterprise customer relationships with measurable retention and expansion outcomes

• Strong proficiency in Kubernetes administration, GPU workload scheduling, and multi‑node cluster management

• Ability to diagnose and resolve networking issues independently (BGP peering, RDMA/RoCE, optical link performance)

• Solid understanding of distributed ML training frameworks (PyTorch, JAX) and inference serving patterns

• Working knowledge of data center operations: power, cooling, hardware lifecycle, and maintenance windows

• Experience leading customer‑facing business reviews and producing executive‑level status communications

• Excellent written and verbal communication skills, particularly when engaging with both technical engineers and business stakeholders

• Experience with ticketing and incident tracking systems (e.g., Pager Duty, Jira, or equivalent)

• Experience in GPU cloud, HPC, or AI/ML infrastructure operations

• Familiarity with AMD GPU platforms (MI300X, MI325X, MI355X) and the ROCm software ecosystem

• Background with WEKA or parallel file systems in high‑performance compute environments

• Experience with ITIL or structured incident management and change management frameworks

• Hands‑on experience with monitoring and observability platforms (e.g., Grafana, Prometheus, or similar)

• Sc…