Role Overview
As a Technical Account Manager, you will be the primary technical point of contact for Percona’s largest and most technically sophisticated customers. Your responsibility is to ensure these customers achieve their technical objectives by aligning internal resources, managing project execution, and serving as a trusted advisor throughout their journey.
Key Responsibilities
- Build and sustain strong relationships with key technical stakeholders at customer organizations, acting as their advocate within Percona.
- Oversee the progress of support cases and consulting engagements, ensuring timely updates and clear communication.
- Collaborate with Consulting Operations to plan and staff new initiatives, confirming appropriate expertise and adherence to project timelines.
- Serve as a central escalation path for technical issues, guiding resolution efforts across engineering, support, and delivery teams.
- Identify opportunities for expanded use of Percona’s services and communicate potential growth areas to Customer Success and Sales.
- Ensure accurate and accessible technical documentation is maintained for customer environments, supporting consistent service delivery.
- Bridge customer feedback with product development by sharing insights on feature improvements and real-world usage challenges.
Required Qualifications
- Minimum of three years of hands-on experience with either MySQL or PostgreSQL, or alternatively, MongoDB or other NoSQL databases.
- Proven ability to communicate clearly and empathetically with both technical teams and customer personnel, especially in high-pressure situations.
- Self-motivated with a strong sense of ownership—able to drive support cases from initiation to resolution.
- Understanding of how applications interact with databases across varied system architectures.
- Familiarity with Database-as-a-Service (DBaaS) offerings on AWS, Microsoft Azure, and Google Cloud platforms.
- Fluency in English, both written and spoken.
- Ability to work autonomously or collaboratively, depending on project demands.
- Experience working in a remote environment with up to 25% travel as needed.
- Must be able to pass standard background screening procedures.
Preferred Qualifications
- Prior experience as a database administrator, support engineer, or technical consultant in the database space.
- Active participation in open-source communities through contributions such as documentation, bug reporting, or public forums.
- Working knowledge of containerization technologies including Docker, Kubernetes, or OpenShift.
- Project management experience, particularly in technical service delivery.
Technology Environment
This role engages with a broad stack including MySQL, PostgreSQL, MongoDB, and other NoSQL systems, alongside cloud platforms such as AWS, Azure, and Google Cloud. Experience with Kubernetes, Docker, and OpenShift is advantageous.
Work Environment
This is a fully remote position with flexible scheduling and Work-from-Anywhere capabilities. Occasional travel (up to 25%) may be required. Percona operates as a globally distributed team, emphasizing autonomy, collaboration, and work-life balance.
Benefits and Culture
Employees receive company-provided equipment, ongoing connectivity support, and access to professional development funds for certifications and conferences. The organization offers paid time off, equity participation, and unique programs like FlowDays and FryDays to support well-being and team engagement. Percona fosters an inclusive, innovative culture that values diverse perspectives and social responsibility through initiatives like the PAVE volunteering program and Women Transforming Technology.
