eCloudvalleyis a leading cloud technology company, 100% focused on cloud computing services. As the first cloud service provider listed in Taiwan,we deliver a full suite of cloud solutions and consulting services to enterprises across industries. Our team holds over 1,000 certificationsacross major cloud platforms, showcasing our deep technical expertise and commitment to excellence.
A Technical Account Manager (TAM) is a key part of our enterprise-level Next-Generation Cloud Managed Services team. Acting as an extension of our clients IT organizations, you will provide strategic guidance, proactive cloud operations support, and hands-on issue resolution across a range of systems and platforms.
This role is ideal for professionals with strong technical acumen and client-facing experience who are passionate about leveraging cloud technologies to solve complex business challenges.
Duties & Responsibilities:
- Serve as the primary point of contact for assigned enterprise clients under our AWS Managed Service offering.
- Ensure service delivery meets agreed SLAs, standards, schedules, and quality expectations.
- Review and understand customer workloads, prepare architecture and network topology documents, and maintain updated internal and external knowledge.
- Coordinate with internal teams, offshore engineers, and third-party vendors to fulfill client requests and resolve issues.
- Lead regular customer review meetings and deliver ongoing performance, stability, and security improvements.
- Create runbooks/wiki articles for 24/7 support and conduct post-incident root cause analysis.
- Report on customer status and service health to client's management team.
- Support urgent customer issues during non-office hours as needed.
- Foster strong, long-term client relationships and maintain high customer satisfaction.
Minimum Qualifications:
- Bachelor's degree in Business, Engineering, Computer Science, or a related field
- 3+ years of experience in IT roles such as Project Management, Support, DevOps, or IT Operations
- Experience in customer-facing roles with a strong service mindset
- Knowledge with AWS Cloud Services or other cloud platforms
- Strong written and verbal communication skills; comfortable presenting to both technical and non-technical stakeholders
- Ability to manage multiple priorities in a fast-paced environment
- Team-oriented, proactive, and highly accountable
Preferred Qualifications:
- Strong client management or TAM experience
- AWS, ITSM, or Project Management certifications
- Experience with SLA/KPI tracking and ITIL 4 practices
- Passion for solving complex technical problems and learning new technologies
