• Own the production journey • Lead the transition from PoC to production • Ensure customer workloads are deployed, stable, and scalable • Drive time-to-production and time-to-value • Ensure technical success in production • Understand customer architectures and use cases • Monitor and improve performance (latency, throughput) • Identify and resolve bottlenecks proactively • Act as a trusted technical partner • Work directly with customer engineering teams • Manage risks and incidents • Coordinate with internal teams to resolve incidents • Drive continuous improvement

• Build strong relationships with assigned enterprise customers, understanding their technical landscape, priorities, and success criteria. • Drive product adoption and operational maturity, aligning Docker capabilities to customer objectives and outcomes. • Conduct regular technical and business reviews to demonstrate value realization and identify opportunities for growth. • Anticipate risks and blockers, developing mitigation plans in partnership with customer and internal teams. • Serve as the primary post-sales technical contact and advocate for assigned accounts, connecting customer feedback to Product, Engineering, and Support. • Partner with Solutions Engineers to ensure smooth handoff from pre-sales to onboarding and sustained success thereafter. • Create and share reusable best practices, reference architectures, and technical playbooks that scale customer success. • Provide proactive guidance on containerization, CI/CD, infrastructure-as-code, and emerging developer productivity trends. • Maintain high-quality documentation of customer engagements, health status, and progress toward success metrics. • Contribute to a consistent TAM engagement model, leveraging standardized processes for onboarding, health reviews, and renewals. • Support development of scalable initiatives such as 1:many workshops and digital enablement programs.

Description Tyto Athene is searching for a Technical Academic Advisor. The Technical Academic Advisor provides full technical and navigational support for the Defense Acquisition University’s Learning Management System and many of its peripheral systems, at a Tier 1 level. This includes answering inbound phone calls and emails pertaining to account management, navigation, browser troubleshooting, course-enrollment management and policy clarification, among other topics. Responsibilities: - Provide a high level of customer service in a fast-paced environment to DAU students, faculty, staff, and other inquirers (user base of 500,000+) - Answer inbound phone call, email, and ticket inquiries - Follow up with existing tickets/inquiries, as appropriate - Accurately classify and record details of inquiries into a web-based ticketing system - Aid in the account management, navigation and technical troubleshooting of the DAU Virtual Campus – to include login, course-enrollment management, and peripheral systems - Effectively diffuse problem issues for users with empathy and professionalism - Effectively manage time to ensure that minimum standards are met Qualifications Required: - Exceptional communication skills, both verbal and written - Demonstrable PC skills - Previous clerical, call center or help desk experience, with email support desired - Microsoft Office Suite, especially Outlook, Word, and Excel - Associates Degree or higher in Information Technology or related field preferred - 1+ years’ experience with troubleshooting – to include researching problems, analyzing trends, and expressing findings. - 1+ years’ experience in customer service desirable Clearance: - Must be able to obtain a Public Trust About Tyto Athene Compensation: - Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range. Benefits: - Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave. Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide. At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto? Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.

• Central technical point of contact for assigned accounts, ensuring high level of value realization and customer satisfaction. • Delivery of pro-active services, like notifications of upcoming releases and possible impact and desk-side coaching • Onsite and roll-out support, leading and guiding customer through complex environment changes • Coordination of the mitigation of customer technical issues with Support, Engineering and Consulting