Technical Account Manager

Technical Account Manager – German Speaking

Location: Remote in Europe Language requirement: Fluent German and English Team: Technical Account Management

Engagement type: Contracting or Employment depending on your residency

About Virtuozzo

Virtuozzo is a leader in infrastructure system software for AI. We provide an optimized operating system, orchestration, virtualization, storage, and management technologies to service providers, SaaS companies, and enterprises.

Our technology delivers mainframe-like performance, reliability, and security while significantly reducing infrastructure cost and complexity. We combine deep engineering expertise with a strong focus on performance, scalability, automation, and operational efficiency.

The Opportunity

Virtuozzo is looking for a technically strong, German-speaking Technical Account Manager to work closely with strategic customers running complex, business-critical infrastructure. This is not a traditional technical support position, and it is not focused on license administration or commercial account management.

As a Technical Account Manager, you will act as a trusted technical partner to your customers. You will develop a deep understanding of their infrastructure, operational priorities, architecture, risks, and future plans, helping them improve system stability, reduce operational risk, and gain greater value from Virtuozzo technologies.

You will work proactively, not only when something goes wrong. The role combines technical analysis, customer guidance, incident coordination, infrastructure reviews, upgrade planning, reporting, and collaboration with support, engineering, product, and business teams.

What You Will Do

• Build trusted technical relationships with German-speaking customers and become their primary technical point of coordination.
• Develop a detailed understanding of each customer's infrastructure, operational model, technical risks, and business priorities.
• Conduct regular platform health checks, infrastructure reviews, and proactive risk assessments.
• Identify potential stability, performance, scalability, and configuration issues before they become critical incidents.
• Provide technical and architectural recommendations based on customer environments and future requirements.
• Coordinate complex technical issues across support, engineering, product, and operations teams.
• Take ownership of escalations, ensuring clear communication, appropriate prioritization, and consistent follow-up.
• Support customers with upgrade planning, readiness assessments, pre-checks, risk analysis, and post-upgrade verification.
• Review alerts, incidents, recurring problems, and operational trends to identify opportunities for improvement.
• Contribute to root cause analysis and ensure that corrective and preventive actions are clearly defined and followed through.
• Prepare structured reports covering customer activity, technical risks, system health, incidents, recommendations, and completed actions.
• Track time spent across agreed TAM service categories, including health checks, upgrades, incident follow-up, reporting, architecture reviews, and proactive technical initiatives.
• Demonstrate the measurable value delivered to customers through improved stability, reduced risk, prevented downtime, and more efficient infrastructure operations.
• Adapt your activities to the customer's contracted TAM service level and agreed scope of engagement.
• Maintain clear documentation of customer environments, actions, decisions, risks, and recommendations.
• Represent the customer internally while also helping customers understand technical limitations, priorities, dependencies, and best practices.

What This Role Is Not

This is not a ticket-routing or reactive support role.

You will not simply wait for customers to report problems. You will be expected to understand their environments, recognize risks, coordinate technical action, challenge assumptions when necessary, and provide informed recommendations.

What We Are Looking For

• Strong experience in a technically demanding customer-facing role, such as Technical Account Management, infrastructure consulting, solutions architecture, technical customer success, senior support engineering, or service delivery.
• Professional fluency in German and English, with the ability to lead technical discussions and prepare clear written reports in both languages.
• Strong knowledge of Linux-based infrastructure and enterprise or service-provider environments.
• Good understanding of virtualization, cloud infrastructure, networking, storage, clustering, high availability, and distributed systems.
• Experience working with production environments where uptime, performance, stability, and risk management are critical.
• Experience coordinating escalations and working across support, engineering, product, and operations teams.
• Understanding of incident management, root cause analysis, upgrade planning, change management, and problem prevention.
• Strong analytical skills and the ability to identify patterns across incidents, alerts, configurations, and operational data.
• Confidence communicating with both highly technical specialists and senior customer stakeholders.
• Strong ownership, organization, prioritization, and follow-through.
• Ability to document work clearly and provide structured, consistent reporting.
• A proactive mindset and genuine interest in improving customer infrastructure rather than only resolving individual issues.

Strong Advantages

• Experience with Virtuozzo, OpenVZ, KVM, Kubernetes, OpenStack, VMware, or comparable infrastructure platforms.
• RedHat or any similar certification is a plus.
• Experience supporting hosting providers, cloud service providers, managed service providers, telecom companies, or enterprise infrastructure teams.
• Knowledge of infrastructure monitoring, capacity planning, performance analysis, and availability management.
• Experience calculating or demonstrating the business value of technical work, such as prevented downtime, reduced risk, improved performance, or operational savings.

How Success Will Be Measured

Success in this role is not based only on the number of tickets closed.

We will look at the broader value you deliver, including:

• Improved customer platform stability
• Reduction of operational and technical risk
• Prevention of avoidable incidents and downtime
• Successful upgrades and infrastructure changes
• Quality and clarity of technical recommendations
• Effective escalation management
• Customer satisfaction and confidence
• Consistency of reporting and documentation
• Measurable value delivered through proactive technical work

Why Join Virtuozzo

You will work with experienced infrastructure professionals on complex, real-world environments where your technical judgment will have a visible impact. This role offers the opportunity to go beyond reactive support and become a genuine technical partner to customers—helping them make better architecture decisions, reduce risk, improve stability, and operate their infrastructure more effectively.