The magazine is satire. The workflow is real. Since 2024 I've been heads-down in an independent AI lab, building LLM-powered automation and agent frameworks for technical support and enterprise account management.
Case in point: this site. I directed an AI agent to provision the LAMP stack, configure SSL, build the vhost, and ship this page — on an EC2 box I stood up myself. Twenty years of enterprise infrastructure plus fluency in directing AI systems — that's the combination modern Customer Success and TAM teams are hiring for.
Technical credibility is table stakes. What differentiates the role is turning that credibility into client trust — and trust into retention, renewals, and growth.
Led high-stakes escalation bridges across distributed infrastructure — coordinating engineering, support, and vendor teams, managing executive communication, and driving full root cause analysis.
Technical reviews that identify real risk and deliver actionable recommendations — not boilerplate. Aligning platform capabilities to customer objectives.
Authored escalation standards and high-value customer playbooks adopted across the Rackspace CSE team — repeatable processes that cut time-to-resolution.
Synthesized technical feedback across an enterprise portfolio to influence Engineering and Product priorities — improving reliability and outcomes.
Durable C-suite technical relationships built on credibility — trusted enough to deliver hard feedback and still be welcomed back. The foundation of retention and account growth.
Currently building AI agent frameworks exploring how intelligent systems enhance technical support delivery and account management at scale.
From submarine communications under the Pacific to enterprise escalation bridges — the through-line is calm ownership under pressure.
20+ years owning client relationships as a trusted technical advisor — 8+ years in managed services at Rackspace leading P1/Sev-1 escalations, architecture reviews, and executive relationships. Remote-first from Washington State.
Broad and deep — cloud, Linux, Windows, networking, and now AI systems.
* Previously held; lapsed during sabbatical.
The best TAMs don't just manage accounts — they become the technical authority their customers depend on.
I'm ready to bring 20+ years of enterprise technical account experience — and a modern AI-fluent workflow — to your team.
Brett Fullmer