Senior Technical Account Manager – Automation Test Engineer

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

📋 Description

• Take charge of the technical onboarding process for new clients.

• Facilitate practical enablement sessions focusing on test frameworks and CI/CD pipelines.

• Assist clients in navigating initial use cases that align with defined success criteria.

• Promote ongoing adoption across various teams, projects, and workflows.

• Support customers in enhancing test coverage, standardizing best practices, and scaling usage.

• Offer advice on test automation strategies, visual testing, and quality maturity.

• Recognize adoption gaps and suggest technical enhancements.

• Act as the main technical contact for designated accounts.

• Resolve complex technical issues in collaboration with the Support team.

• Perform technical health assessments, architecture reviews, and optimization sessions.

• Lead root cause investigations for escalations and recurring challenges.

• Identify technical risks that may impact adoption, satisfaction, or renewal.

• Collaborate with Customer Success Managers on renewals and expansions through technical validation.

• Convey customer feedback, trends, and product deficiencies to Product and Engineering teams.

• Work alongside Product, Engineering, Support, Sales, and Customer Success departments.

• Contribute to the development of onboarding playbooks, best practices, and enablement resources.

• Enhance internal processes that promote scalable technical customer success.

⛳️ Requirements

• Proficient in English with exceptional written and verbal communication skills.

• Strong hands-on engineering experience with expertise in Java, JavaScript/TypeScript, Python, or similar languages.

• At least 5+ years of engineering experience.

• Familiarity with test automation frameworks, APIs, and CI/CD pipelines.

• Solid grasp of the software development lifecycle (SDLC).

• Capability to debug, troubleshoot, and resolve complex technical issues.

• Comfortable engaging directly with senior engineers and technical leaders.

• Preferred: 5+ years of experience in QA test automation or DevOps.

• Preferred: Experience in functional, regression, and UI test automation.

• Preferred: Knowledge of Playwright, Selenium, Cypress, or similar frameworks.

• Preferred: Previous customer-facing technical roles such as TAM, Customer Success Engineer, Support Engineer, or Solutions Engineer.

• Preferred: Background in Quality Engineering, Software Development, or DevOps.

• Preferred: Experience assisting customers across varying maturity levels and organizational complexities.

🏝️ Benefits

• Employed at a product-focused company with treatment equivalent to full-time staff.

• Comprehensive back-office support, including career coaching, HR assistance, and concierge services.

• Remote-first work policy.

• Company-issued MacBook.

• Opportunities for growth through tech talks, chapter meetings, and virtual happy hours.

• Complimentary English lessons with a native speaker.

• Referral bonus for successful candidate recommendations.

• Optional access to the Florianópolis headquarters, featuring weekly quick massages, snacks, soft drinks, and games.