Senior Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and offer technical expertise to clients throughout their journey as Astra partners; swiftly address critical technical challenges for your accounts; coordinate multi-departmental efforts to resolve complex issues efficiently.

• Collaborate closely with the Integrations team to assist in the onboarding of new customers, aiding them in configuring and validating integrations.

• Enhance Astra’s knowledge base by drafting and refining technical documentation, FAQs, and guides to facilitate customer self-service.

• Work together with the Integrations and Engineering teams on new product offerings, providing insights from customer interactions and aiding in testing and validation.

• Analyze issues and other technical environments, determining root causes and escalating complex problems as needed.

• Serve as a liaison between customers and the integration and engineering teams, translating technical information into clear, actionable communication.

• Identify opportunities to enhance operational efficiencies and expedite the onboarding process for our customers.

• This position is specifically assigned to East-Coast hours, ranging from 7am to 5pm ET.

⛳️ Requirements

• 5+ years of experience in a Technical Account Manager (TAM), Solutions Engineer, or similar customer-facing technical role where you maintained key developer relationships.

• Familiarity with cloud platforms (preferably Google Cloud Platform) and comfort with navigating logs, APIs, and technical tools.

• Strong project management capabilities, able to influence both internal and external partners to adhere to timelines.

• Excellent troubleshooting abilities and the capacity to navigate technical challenges, providing timely solutions and resolving integration or data flow issues.

• Outstanding written and verbal communication skills — adept at translating complex technical concepts into clear, customer-friendly explanations.

• Experience with support systems such as Zendesk, Pylon, or similar ticketing platforms.

• A collaborative attitude with the ability to work cross-functionally with Engineering, Product, and Customer Success teams.

• A proactive, detail-oriented mindset and a willingness to document solutions and processes for future reference.

• Proactive approach - you actively seek out opportunities to enhance systems and empower others.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field — or equivalent practical experience.

🏝️ Benefits

• Remote - US Only