Job Description
Position Summary With team members and customers in 39 countries around the globe, HostPapa is currently one of the fastest-growing web hosting companies with a wide range of products available. At its core, we provide individuals and small and medium-sized businesses with access to valuable tools and services critical to their online success, including a Website Builder service for making website creation an ultra-easy task for anyone. Tailored to meet every user's unique needs, our award-winning customer support, email, and cloud-based solutions keep HostPapa at the cutting edge of the web hosting industry and innovation by putting our customers first. This role focuses on CloudBlue, a HostPapa business that powers cloud commerce for many of the world’s largest service providers, including major Telcos, distributors, and MSPs. CloudBlue enables partners to monetize and manage cloud services and subscriptions at scale, combining the agility of a high-growth business with the backing of a global organization. As the Technical Account Manager, you will focus on maintaining and enhancing customer environments, coordinating platform maintenance, and providing proactive technical guidance. You will work closely with internal teams and customers to ensure optimal platform performance and strong customer satisfaction. What you’ll do Take ownership of customer service delivery across platform, professional, managed, and support services Ensure high-quality service levels through monitoring, performance targets, and compliance with SLAs/contracts Oversee incident, problem, and change management processes, driving resolution and root-cause analysis Manage escalations and customer expectations with transparency and timely updates Define and refine ITIL-based practices (change, release, capacity, knowledge, etc.) to improve service efficiency Maintain continuity plans to recover systems and services during major outages or disasters Collaborate with internal teams (support, sa
