Position Summary

We are seeking a customer-centric Technical Account Manager (TAM) to serve as the named, primary point of contact for all support matters within assigned customer Account Team Units (ATUs). As a fully integrated member of the customer ATU (with dotted-line alignment to the account team), you will own day-to-day technical support delivery, proactively safeguard customer environments, and partner closely with the Customer Success Manager (CSM) function—when assigned—to deliver exceptional operational outcomes and customer satisfaction.

Reporting directly to the Director of Customer Support and formally nested within the Infrastructure organization under the Vice President of Infrastructure, you will maintain dotted-line accountability to the revenue organization. This structure ensures your work directly supports customer retention, expansion, and revenue growth while you operate with clear operational ownership and technical autonomy at the account level.

The role is initially focused on datacenter operations and will expand over time to encompass networking and application layers as Patmos Hosting's service portfolio grows. You will be expected to deliver against aggressive operational targets while continuously building technical depth and proactively identifying opportunities to strengthen customer relationships.

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Key Responsibilities

Support Delivery & SLA Adherence

• Serve as the primary technical point of contact for all support incidents, requests, changes, and escalations within your assigned ATUs.

• Proactively monitor customer environments, triage issues in real time, and drive rapid resolution to sustain uptime and aggressive operational metrics.

• Maintain strict adherence to established premium support SLAs, including response times, resolution targets, and escalation protocols.

Customer Satisfaction & ATU Collaboration

• Partner closely with the CSM (if assigned to the ATU) to jointly own and improve operational and customer-satisfaction metrics, including Net Promoter Score (NPS).

• Act as a fully embedded member of the customer ATU, providing timely technical guidance, status updates, and proactive recommendations that support account health, retention, and growth.

• Deliver white-glove service that builds trust and positions Patmos Hosting as the reliable infrastructure partner.

Technical Proficiency & Continuous Expansion

• Maintain and demonstrate deep technical proficiency in datacenter operations, infrastructure management, and Patmos Hosting platforms.

• Rapidly learn and apply new concepts, tools, and processes as the role expands to support networking and application layers of customer environments.

• Contribute to knowledge sharing within the broader Support team to elevate overall technical capability.

Proactive Monitoring & Operational Excellence

• Own proactive environment monitoring, health checks, and preventive maintenance to minimize incidents and optimize performance.

• Document all activities, root-cause analyses, and lessons learned within the company CRM to support continuous improvement and cross-team visibility.

• Collaborate with the Director of Customer Support on process refinements and contribute to the ongoing evolution of SOPs and SLAs.

Revenue Alignment & Dotted-Line Accountability

• Work in close coordination with ATU leadership and the revenue organization to ensure support activities directly advance customer success and revenue objectives.

• Provide regular technical insights and risk/opportunity reporting to both the Director of Customer Support (solid line) and ATU stakeholders (dotted line).

Key Performance Indicators (KPIs)

Success in this role will be measured by (but not limited to):

Adherence to established premium support SLAs (target: 100% compliance).
Customer satisfaction as measured by NPS (target: maintain or exceed team/organizational benchmarks).
Demonstrated technical proficiency in datacenter operations.
Ability to learn and apply new concepts as the role expands into networking and application layers.
Effectiveness of proactive monitoring and triage in sustaining aggressive operational metrics (uptime, issue resolution time, incident prevention).

What Success Looks Like

You will execute support operations with high autonomy and technical ownership while maintaining strong alignment across reporting lines:

Solid line to Director of Customer Support: Consistent delivery of operational excellence, SLA adherence, proactive monitoring, and contribution to team-wide standards.

Dotted line to Revenue Organization / ATU: Seamless collaboration as a named ATU member, driving measurable improvements in customer satisfaction, retention, and expansion through technical partnership.

This structure gives you the ability to own your accounts end-to-end while benefiting from the strategic direction of both Infrastructure and Revenue leadership as Patmos Hosting scales.

You will be expected to hit the ground running in Q2 2026, delivering immediate value to assigned ATUs while helping shape the long-term evolution of the TAM function.

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Patmos Hosting, Inc. delivers Freedom as a ServiceTM, providing organizations with an independent alternative to Big Tech's commercial constraints, censorship, cancellation and deplatforming. Patmos owns and operates datacenter infrastructure with decentralized connectivity, open peering, and free Internet Exchange hosting, ensuring resilience and true independence. Its services span multi-megawatt colocation for AI and hyperscale workloads, GPU/high-performance compute, custom data centers, domains, web and cloud hosting, colocation and tailored website and application development.

Founded in 2022, Patmos is headquartered in Kansas City, MO, with teams and datacenters/locations in Kansas City, Dallas, Phoenix, Denver.

Why Join Us

Be part of a mission-driven company defending free speech and internet freedom.

At Patmos, you'll help protect online expression while ensuring legal compliance. Our team is shaping the future of digital freedom by building secure, high-performance internet infrastructure. We value privacy, innovation, and individual liberty—creating a purpose-driven, collaborative environment where your work matters.

Benefits include:

Unlimited PTO
401(k) match (4%)
Health, dental, & vision insurance
Short and long term disability
Life insurance (company paid and supplemental available)
Generous parental leave, baby bonuses, marital bonuses, and other family-friendly perks
14 observed paid holidays that include solemnities

Patmos is an equal opportunity employer and proud member of the Catholic Benefits Association offering employee benefits that promote the dignity of the human person, the dignity of work, and the common good.

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