At a Glance
- Tasks: Build strong relationships with customers and guide them in using our cloud management platform.
- Company: Join Firefly, a leader in cloud infrastructure automation with a focus on innovation.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic startup environment that values diversity and inclusion.
- Why this job: Be the technical bridge that empowers teams to simplify their cloud experience and drive innovation.
- Qualifications: 4+ years in a technical customer-facing role with hands-on IaC experience.
Firefly’s Cloud Infrastructure Automation Platform enables organizations to automate, manage, and govern their entire cloud footprint with IaC. Agile and efficient cloud practitioners use Firefly for its AI-assisted remediations, streamlined IaC orchestration, and a unified system of record for Cloud Asset Management. With Firefly, Platform and DevOps teams can finally uncomplicate their cloud, while accelerating cloud innovation and maintaining security and performance at scale.
We are looking for a Technical Account Manager to serve as the primary technical bridge between our customers and our cloud asset management platform. You'll own relationships with strategic accounts, helping engineering and platform teams unlock the full value of infrastructure-as-code through deep product adoption, technical guidance, and proactive support. This role sits at the intersection of DevOps and customer success - you should be equally comfortable reviewing a Terraform module with a customer's platform team and presenting a quarterly business review to a VP of Engineering. This is a fully remote position open to candidates based in the UK, supporting customers across the EMEA region. You'll be part of our growing Global Customer Success team.
Responsibilities:- Own technical relationships for Firefly accounts, serving as their trusted advisor throughout the customer lifecycle.
- Lead onboarding and implementation planning, helping customers codify their cloud infrastructure and migrate unmanaged resources into IaC workflows.
- Conduct regular technical health reviews.
- Collaborate with Sales to support pre-sales technical evaluations, RFPs, and proof-of-concept engagements.
- Act as the voice of the customer to Product and Engineering, advocating for feature requests and surfacing product gaps.
- Build integration guides, runbooks, and best-practice documentation covering Terraform, Cloudflare, and cloud provider workflows.
- Respond to escalations with urgency, coordinating across Support, Engineering, and leadership as needed.
- 4+ years in a technical customer-facing role - TAM, Solutions Engineer, or similar - ideally at a SaaS, DevOps, or cloud infrastructure company.
- Hands-on experience with IaC tooling: Terraform, Pulumi, CloudFormation, or Ansible.
- Solid understanding of cloud platforms (AWS, GCP, or Azure) and modern infrastructure concepts.
- Experience with VPCs, IAM, Kubernetes, CI/CD pipelines.
- Familiarity with GitOps workflows, state management, and infrastructure drift detection.
- Strong communication skills - able to explain complex infrastructure concepts to both engineers and business stakeholders.
- Track record of managing enterprise accounts with significant ACV.
- Comfort operating in a fast-moving startup environment with ambiguity and shifting priorities.
Firefly is committed to a diverse and inclusive workplace. Firefly is an equal opportunity employer and does not discriminate against any employee or job applicant on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Technical Account Manager- Remote in London employer: Firefly
Firefly is an exceptional employer that fosters a dynamic and innovative work culture, allowing you to thrive in a fully remote environment. With a strong focus on employee growth, we offer ample opportunities for professional development and career advancement within the fast-evolving tech landscape of cloud solutions. Join us to be part of a collaborative team that values your contributions and supports your journey towards success.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager- Remote in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Firefly. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Firefly before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager- Remote in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Firefly:Your cover letter is your chance to shine! Tell us why you want to work at Firefly specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Firefly!
How to prepare for a job interview at Firefly
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
