Serve as the primary technical point of contact for assigned enterprise customers. Provide technical support and advanced-level troubleshooting.
Triage complex customer service issues received through various customer service channels
Maintain high customer satisfaction while managing operational expectations
Become a product expert and maintain a deep understanding of product functionality
Coordinate with internal teams (Support, Engineering, Product) to resolve issues.
Identify trends in support requests to help create long-term solutions
Build and maintain strong relationships with technical stakeholders.
Help with onboarding and implementation efforts tailored to customer needs.
Understand customer objectives and proactively recommend solutions to meet them.
Check system health and performance to preemptively identify potential issues.
Provide regular technical reviews, reports, and improvement plans.
Guide customers on best practices in configuration, security, and architecture.
Advocate for customer needs within the company to influence the roadmap and product improvements.

5+ years of experience in a technical account management, solutions engineering, or technical consulting role.
Ability to navigate comfortably in Linux and Windows shells
Extensive knowledge of PostgreSQL
Knowledge of an Intercom or similar ticketing system
Knowledge of project management tools such as Jira
Understanding of B2B SaaS products, IT security, and data platforms
Ability to translate intricate technical details to simple, understandable terms
Strong interpersonal skills and ability to work with customers & cross-functional teams.
Solid knowledge in cloud computing platforms, including Microsoft Azure and Amazon Web Services (AWS).
Proficiency in Linux, macOS, and Windows operating systems, including system configuration, troubleshooting, and security.
Excellent communication and interpersonal skills, with a strong ability to explain technical concepts to non-technical stakeholders.
Proven ability to manage multiple customers and priorities simultaneously.
Strong analytical thinking and problem-solving skills.

Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
Competitive salary
High-quality health benefits
401(k) with employer match
Career growth opportunities
Unlimited paid time off
Company-issued laptop (choice of Mac or PC)
Professional development budget

Technical Account Manager

Key skills