Technical Account Engineer I

Around 70% of the role is technical, hands-on-keyboard work: guiding customers through complex use cases, untangling deployment problems and showing practitioners how to get more out of the platform. The other 30% is building the kind of trust that makes you the first person customers call, whether that’s an engineer stuck on a query or a security lead thinking about renewal.

Our playbooks and automated health signals will give you a strong baseline, but at this level you’ll go well beyond them. You’ll know your named customers’ environments well enough to spot problems before they do and find the next use case before they ask. You’ll also design tailored plans when the standard play doesn’t fit, and bring in Support, Product, Engineering or Sales when a situation calls for it. You’ll help shape the playbooks themselves, and support Associate TAEs as they grow into the role.

You’ll have real visibility internally, including with senior leadership, and a genuine say in how we serve these customers.

What You Will Actually Do

Own your named accounts technically. Be the go-to technical lead for a portfolio of customers, and know their environments, priorities and risks inside out.

Get customers using the platform extensively. Build new use cases, bring in new data sources, teach advanced features and work through hard problems with security, DevSecOps and observability teams.

Craft success plans that can be measured. Understand what customers are trying to achieve, turn it into a technical plan, help them deliver it and expand it as the value shows up.

See trouble coming. Combine automated usage signals with your own judgement to spot adoption or technical risk early. Then pull the account team together to turn a wobbly account into an advocate.

Run the cadence. Lead health checks and contribute to Business Reviews, building credibility with practitioners, team leads and executive stakeholders.

Help the accounts grow. Work with Sales on renewals and expansion in a way that’s good for the customer and delivers additional value.

Make the team better. Feed customer insight back to Product and Engineering and improve our playbooks.

Where and When

This role is based in Noida, India, and candidates must be located in Noida.

Shifts are designed to overlap core Australia and New Zealand business hours.

You’ll join the local team in our Noida office from time to time, typically once a fortnight.

What You Will Bring

5 to 6 years in a technical, customer-facing role such as technical account management, customer success engineering, professional services, solutions engineering, DevOps or SOC analysis.

Real production experience across enterprise infrastructure: operating systems, virtualisation, databases, networking and security.

Hands-on experience with at least one major cloud platform (AWS, Azure or GCP).

SQL or query language skills, and the ability to look at usage data, work out what’s really going on and act on it.

A track record of owning multiple customer accounts and building relationships from practitioners to senior stakeholders.

Comfort with ambiguity: if something is unclear, you go and find out rather than waiting to be told.

A strong team player who collaborates across GTM functions and gets things done with no fuss.

A degree in Computer Science, Engineering or a related field (B.Tech/BE or equivalent).

The Technical Stuff We Would Love to See

Experience with Observability or SIEM platforms (e.g. Splunk, Datadog, Elastic, Dynatrace, CrowdStrike, QRadar, Exabeam).

A background in alerting and monitoring in security, operations or DevSecOps settings.

Familiarity with security frameworks and how they apply across customers’ lifecycle.

Knowledge of Kubernetes (Helm), OTel, Prometheus and API scripting.

Proficiency in using AI tools to accelerate day-to-day work. Certifications such as AWS AI Practitioner or Microsoft AI Fundamentals are a plus.

Hyperscaler certifications at Associate level or above.

Sumo Logic experience is a big plus but not required.