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Technical Account Manager

Build tools for the best
software teams in the world.

About The Role

A Technical Account Manager (TAM) is a Buildkite expert in the Customer Support team responsible for building and maintaining relationships with our largest and most complex clients. You will work closely with Sales, Product Management, Engineering, and Leadership to bring visibility of our client needs to the forefront of all our processes and deliver a high-touch customer experience.

A Buildkite TAM is charged with understanding the WHAT and the WHY of a customer’s needs from Buildkite. As a TAM, you have ownership of defining the HOW and delivering customer success by driving that HOW into a successful Buildkite deployment that achieves our customer’s business success criteria which, in turn, expands their ROI with Buildkite and helps drive growth and adoption.

As a TAM, you will manage a portfolio of customers considered high-value, strategic, or at risk of churn. Customers in a state of escalation due to ongoing technical or operational issues may also be assigned a TAM for a specified period to be project managed through til resolution.

The role reports to the VP of Support and is part of a team responsible for delivering a world-class customer support experience.

Responsibilities:

  • Work as part of the Customer Support organisation with Buildkite

  • Manage a portfolio of high-value customers for Buildkite.

  • Work closely with sales to ensure a smooth handoff. After the sale closes, you will be the primary point of contact for technical questions, issues, and escalations.

  • Provide onboarding to ensure that Buildkite products are used in production as quickly as possible.

  • Work with the customer organisation to define and execute goals. Consider yourself an extension of the customer’s DevEx team.

  • Provide ad-hoc or structured training so that as many people as possible become Buildkite experts.

  • Conduct regular check-in calls with our customers to learn about their experience with Buildkite and answer any questions they may have.

  • Deep-dive & report on your customer’s Buildkite deployment to reveal successes/value/challenges/recommended improvements.

  • Take ownership of escalated technical issues and own them to completion.

  • Make sure bug reports, product feedback and suggestions for improvement are submitted to the appropriate channels; be the customer advocate to help prioritise Product Management and Development efforts.

  • Communicate the value of new Buildkite features and provide roadmap updates.

Skills:

  • Be a people person and have patience and empathy.

  • Being able to code: this is not only essential to be able to support our customers but also to turn around proactive support solutions, leading to more customer self-service and happiness. That means Bash scripting for our Plugins and Golang for our other tooling in support.

  • Ruby and Rails experience would be a bonus!

  • Passionate about customers and the customer experience.

  • Strong understanding and experience with the tech stacks that our customers use, such as Buildkite and other CI/CD, test tools, Linux, AWS, GCP, Azure, Terraform, Kubernetes, etc.

  • Strong problem-solving and troubleshooting skills.

  • The ability to work autonomously.

  • Excellent written and verbal communication skills.

  • Ability to work and collaborate with remote cross-functional teams.

  • Thrive in a fast-paced, results-oriented, hands-on environment.

  • Enjoy a dynamic & collaborative startup environment and are comfortable with ambiguity.

  • Able to adapt quickly to changing priorities and evolving customer needs.


TimezoneAustralian and New Zealand Timezones
HoursFull-time
Role TypePermanent

You'll work closely with:

Photo of Jason Jacob
Jason Jacob
Photo of Paula
Paula
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Jeremy Bumsted
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Jarryd Tilbrook
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Suma Naidu

About Us

We build tools to help the best software teams stay happy and productive. We’ve rethought how CI/CD should work and have built a platform that is fast, reliable, secure, and is able to scale to the needs of the most demanding high-growth tech companies including Shopify, Pinterest, Wayfair, Cruise, PagerDuty, Culture Amp, and Canva.

Buildkite is a differently shaped company that values work-life balance and supports staff to work the ways that make sense for them. From the beginning, our goal has been to build a company that is people-centered, supportive and just a little bit weird 💚

To Apply

We have some details at this link which you can fill in. You don’t need to complete every section, just send through any link or document you’re proud of that helps us understand your skillset. This doesn’t have to be a resume, but it can be. There’s also a section to write some words about you and why this role interests you if you like.

If you have any questions or if you’d like to find out more about working at Buildkite, please email careers@buildkite.com

Why Apply?

Small team, global impact

We believe small companies are beautiful, and that small teams can achieve big things. This makes everyone on the team an important part of Buildkite.

Flexible work hours

We don’t keep set office hours, so you can shift your hours around life’s commitments and non-work activities. Take time out of work for exercise, family or whatever life throws at you.

Support and growth

In a small but growing company, you’ll have the opportunity to work on a wide range of projects, and ship work that helps customers.

Work from anywhere

We’re a globally distributed company, and all our work happens remotely. Work from your home office, a co-working space, or your local cat café.

Benefits

Learning & development

Invest in your personal and professional development with a yearly budget to spend on travel, conferences, workshops, courses, and books.

Health cover

We’ll make sure that you and your family have access to comprehensive health and hospital cover, no matter which country you live in.

Parental leave

Take time out to set up a new family, with 6 months of paid leave if you’re the primary carer, and 3 months if you’re secondary. You can use it flexibly, change between primary and secondary, and take the same leave for a still birth. We also keep paying super/401k for 6 months if you take unpaid leave.

Home office & coworking

Set yourself up with a great work environment, either at home or in a co-working space, with a budget for a desk and chair, and a new computer and phone every 24 months. We’ll also cover the cost of plants, art, or anything else you need to set yourself up with a beautiful and productive work environment.

Wellness & paid time off

Take care of your health and wellbeing away from the screen, with 6 weeks of paid leave per year, the ability to take time out of work for fitness, and a yearly budget to spend on things like yoga, climbing, personal training, or a day at the zoo.

Profit share & ownership

Share in the company’s success, and have a stake in what you’re helping to build. Everyone on the team receives a percentage share of the company profits each quarter, and an equity stake through our employee share program.

Working at Buildkite has given me the freedom to grow and flourish in all aspects of my life, personally and professionally. I’m proud to be a part of such a passionate and supportive team.
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Eleanor
Engineer

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Other Open Positions

Get in touch

If you’ve got any questions or issues with the application process, please let us know.

Email careers@buildkite.com