Technical Account Manager (GSI)

As the leading provider of open source database solutions, Percona’s Technical Account Managers serve as trusted advisors and technical resources for our most strategic customers and partners.

This role is a specialized Technical Account Manager position focused on Global System Integrators (GSIs) and large enterprise customers, primarily in India. The GSI TAM acts as a relationship and communication bridge between partner stakeholders, enterprise customers, and Percona’s Global Services organization.

Rather than directly resolving support issues, the GSI TAM ensures that customers and partners have clear visibility into support activity, alignment with Percona processes, and access to the technical enablement needed to successfully deploy and scale Percona solutions.

The ideal candidate combines strong technical credibility, exceptional communication skills, and experience working in complex, multi-party delivery environments involving system integrators and enterprise customers.

Partner & Customer Engagement

• Develop and maintain relationships with key stakeholders across assigned Global System Integrators (e.g., TCS, Infosys, HCL, IBM India) and strategic enterprise customers.

• Act as a local point of contact and relationship bridge, ensuring customers and partners feel heard, supported, and aligned with Percona.

• Drive a high level of responsiveness and engagement aligned to customer time zones and expectations.

Operational Oversight & Communication

• Coordinate and communicate the status of support tickets and consulting activities, ensuring stakeholders receive clear, regular updates.

• Host operational review calls to summarize progress, highlight risks, and provide guidance.

• Track escalations and ensure visibility internally, while reinforcing proper support processes and SLAs.

Technical Enablement

• Deliver or coordinate technical onboarding, training sessions, and best practice workshops for partners and customers.

• Help reduce recurring issues by promoting proactive adoption of Percona best practices and architectures.

• Serve as a technical sounding board for partner architects and customer teams.

Cross-Functional Collaboration

• Partner with Sales, Customer Success, Support, Consulting, and Product teams to ensure alignment on customer needs and priorities.

• Provide structured feedback on customer sentiment, recurring issues, and product gaps.

• Support joint initiatives with GSIs, including enablement programs and strategic account alignment.

Insights & Reporting

• Monitor support activity across assigned accounts to identify trends, risks, and improvement opportunities.

• Provide structured reporting on customer health, escalations, and engagement effectiveness.

• Contribute to continuous improvement of Percona’s partner engagement model.

What This Role Is Not

• Not a frontline support engineer or ticket resolver.

• Not a replacement for support ownership or ServiceNow processes.

• Not a bypass channel for SLAs or established escalation paths.

• Not responsible for directly owning issue resolution.

• 3+ years experience with MySQL, PostgreSQL, MongoDB, or related database technologies.

• Experience working in enterprise environments involving system integrators, consulting partners, or multi-vendor delivery models.

• Strong communication and stakeholder management skills, including experience working with senior technical and business leaders.

• Ability to manage complex situations calmly and effectively, especially during escalations.

• Understanding of how applications and services interact with databases across modern architectures.

• Exposure to cloud platforms (AWS, Azure, GCP) and DBaaS offerings.

• Experience delivering technical enablement, training, or workshops is a plus.

• Fluency in written and spoken English.

• Ability to work remotely and collaborate across global teams.

• Experience working with or within Global System Integrators (e.g., TCS, Infosys, HCL, Accenture).

• Background as a DBA, support engineer, or consulting engineer in the database ecosystem.

• Experience with open source technologies and communities.

• Familiarity with container technologies (Kubernetes, OpenShift, Docker).

• Project or program management experience in enterprise environments.

Why Percona?

At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB.

Percona is proud to be a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries! We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.

Our staff receives generous benefits including flexible work hours and various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. We also support being socially responsible through our PAVE volunteering program and Women Transforming Technology.

If you love the idea of working with a high-growth tech company that is one of the best in the business and known globally as a leader in the open-source database space, let’s talk!

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