Senior Technical Account Manager

Location: Austin, TX

Job Type: Full-time, hybrid

Company: Scale Computing, Inc (fka Acumera, Inc.)

About Scale Computing

Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.

Position Overview

The Senior Technical Account Manager serves as a trusted technical advisor and strategic partner to Scale Computing’s customers, supporting them from post-implementation through long-term growth and optimization. In addition to managing complex customer environments, this role provides advanced technical guidance, influences best practices, and supports continuous improvement across customer engagements.

Senior TAMs are expected to operate with a high degree of autonomy, handle more complex and strategic accounts, and act as informal leaders within the Technical Account Management function—mentoring peers and partnering closely with cross-functional teams.

This position is based in Austin, TX, and requires on-site presence at our headquarters multiple days per week, as well as periodic travel throughout the year to attend client meetings.

Key Responsibilities

• Act as the main point of contact for Scale Computing Clients to provide supportability, performance, and best practices related to our AcuVigil managed networking system and Edge server products.
• Serve as a true strategic partner to clients, aligning Scale Computing solutions with their business goals and technical needs over multiple years.
• Facilitate customer meetings and conference calls to provide updates, address concerns, and align on technical and strategic objectives.
• Lead complex client onboarding processes, including post-implementation support and coordination, to ensure a seamless transition and optimal client experience.
• Perform advanced troubleshooting, root cause analysis, and system health checks; clearly communicate findings to customer and internal stakeholders.
• Develop deep expertise in Scale Computing products and platforms, using dashboards and tools to guide customers through data-driven decision-making.
• Possess a strong understanding of network switches, cellular backup solutions, server clusters, and firewalls, with the ability to confidently discuss and address client inquiries on these technical topics.
• Collaborate closely with Sales, Support, Product, and Engineering teams to advocate for customer needs and drive successful outcomes.
• Contribute to the continuous improvement of documentation, processes, and customer engagement models.

 Required Qualifications

• Proven experience successfully managing and delivering outcomes for enterprise or multi-site customers in a previous customer-facing technical role.
• Strong technical foundation in networking and infrastructure technologies, including switches, firewalls, VPNs, server clusters, and distributed environments.
• Demonstrated experience with Windows and Linux systems, VLANs, switch configuration, firewalls, and IPSec VPNs (Cisco, Fortinet).
• Excellent analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities while maintaining strong attention to detail.
• Comfortable working cross-functionally with both technical and non-technical teams.
• Demonstrated ability to quickly learn new networking and edge products, and a history of proactively seeking out training opportunities to stay current on technology.

Preferred Qualifications

• Experience acting as a technical lead or mentor for other Technical Account Managers or support engineers.
• Demonstrated ability to manage complex customer escalations and executive-level communications.
• Experience contributing to or influencing post-sales strategy, customer engagement models, or process improvements.
• Comfort partnering with Sales on renewals, expansions, or account planning.
• Experience working in managed services, networking, or infrastructure-focused organizations.
• Ability to translate technical challenges into clear business impact and recommendations.
• Interest in or experience with informal leadership, coaching, or cross-team initiatives.

Education and Experience

• A minimum of a 2-year college degree or equivalent experience required.
• 4+ years of experience in a customer-facing technical role (networking, infrastructure, or related).

Join the VOICE of Scale ComputingAt Scale Computing, our values guide everything we do:

• Vigilant – Ever watchful, we solve issues before they become problems
• Owner – We act with speed, accountability, and results
• Integrity – Doing the right thing creates value for all
• Champion – We support our clients with innovative services
• Empower – We share knowledge to enable leadership and growth