Technical Account Manager

Description 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. At Firefly, 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. Requirements 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.