Technical Account Manager
The Role
We are seeking an experienced and customer-obsessed Technical Account Manager (TAM) to join our global team. In this role, you will act as a strategic technical advisor to a set of key enterprise customers and partners, ensuring their success with Megaport's services. This is a post-sales overlay role, focused on customer support and enablement, technical relationship management, and long-term value delivery.As part of the Premium Support business function, you'll manage and support customers who have adopted our premium tier service offering. You'll be the primary point of contact for these customers, providing a high-touch experience that includes:
- Delivering enhanced support during incident response, assisting with prioritisation and escalations with internal teams and coordination with third-party/cloud providers.
- Proactive engagement offering technical consulting and advisory services, conducting regular network performance reviews, and guiding customers on current and future use of Megaport's services.
This role also has a significant focus on enabling System Integrators (SIs) and Value-Added Resellers (VARs). You'll collaborate closely with network and cybersecurity integrators and ecosystem vendors to drive adoption of Megaport's platform and services through third-party channels.
What You’ll Be Doing
Serve as the primary technical advocate for a select group of strategic enterprise customers under the Premium Support offering.
Guide customers through complex deployments, performance optimisation, and ongoing architectural evolution.
Deliver regular technical health checks, roadmap sessions, and executive business reviews.
Act as a liaison between the customer and internal Megaport teams (product, support, sales, and engineering).
Monitor account health and usage to identify growth and retention opportunities.
Contribute to the evolution of the Premium Support offering and TAM delivery model globally.
Identify and engage with high-potential network and cybersecurity System Integrators, Value-Added Resellers, and aligned MSPs within your region.
Develop enablement plans for partner sales, pre-sales, and solution architects to position Megaport solutions effectively.
Serve as a trusted advisor in guiding network design, integration strategies, and multicloud architecture best practices.
Create and deliver partner-facing technical content, playbooks, and workshops to demonstrate Megaport’s value proposition.
Collaborate with SIs and VARs to support co-selling opportunities.
Keep partners up to date with the latest Megaport service offerings and solution capabilities.
Establish and track key performance indicators (KPIs) to measure the success of the partner engagement initiatives.
Premium Support
Partner Enablement (SIs & VARs)
What We're Looking For
- 5+ years in a customer-facing technical role (TAM, Solutions Architect, Pre/Post Sales Engineer, or similar).
- Deep understanding of enterprise networking, cloud connectivity, SD-WAN, and related infrastructure services.
- Previous experience working in or supporting System Integrators, VARs, vendors, and indirect partner ecosystems is highly desired.
- Strong presentation skills and delivery of product demonstrations.
- Comfortable leading conversations from executive briefings to technical deep dives across engineering, sales, and operations teams.
- Experience in designing or deploying cloud/virtualisation networking solutions in enterprise customer environments is required.
- Deep understanding of Layer 2/Layer 3 architectures, carrier networks, and interconnection strategies.
- Excellent project coordination, prioritisation, and stakeholder management skills.
- Familiarity with Lv1-3 support desk processes and managed service environments.
- Hands-on experience with IaC practices, Terraform, and API integrations is a plus.
- Self-starter with a collaborative mindset and ability to thrive in a fast-paced, global environment.
What We Offer
- Flexible working environment - a remote-first culture with coworking options available.
- Generous leave plans - including 4 weeks of paid annual leave, parental leave, birthday leave, and a purchased annual leave program.
- Health and wellness support - through a wellness allowance and employee wellbeing initiatives.
- Comprehensive learning support - generous study and training allowance plus 5 days of paid study leave
- Creative, modern workspaces - designed to inspire when you're not working remotely
- Motivated, inclusive team - work alongside industry experts and fresh talent
- Recognition programs - celebrate achievements with our Legend and Kudos awards