Staff Technical Account Manager II

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

📋 Description

• Take ownership of the ongoing technical health of Transcend’s key accounts throughout the customer journey, acting as the senior technical partner to customer leadership.

• Assist customers in strategizing how Transcend integrates into their multi-year data and privacy projects.

• Conduct weekly technical check-ins, quarterly technical business reviews, and semi-annual roadmap alignment meetings.

• Lead architecture and health assessments across customers’ Transcend environments and interconnected systems.

• Assess integration patterns, data flows, authentication mechanisms, and infrastructure choices to identify risks prior to production.

• Collaborate with Support Engineering to drive remediation efforts and recommend improvements for reliability and implementation maturity.

• Manage complex, high-visibility escalations that span multiple days and teams to ensure resolution.

• Recognize cross-account technical trends and collaborate with Product and Engineering to influence the product roadmap.

• Utilize observability tools to analyze error rates, latency, and overall integration health.

• Develop mutual success frameworks and technical adoption roadmaps that enhance feature adoption, depth of usage, and implementation maturity.

• Contribute technical insights to discussions regarding renewals and expansions.

• Mentor fellow Technical Account Managers and Support Engineers on intricate investigations, client engagement, and technical storytelling.

⛳️ Requirements

• A minimum of 8 years of progressively advanced experience in a technical, customer-facing, post-sales SaaS role.

• Preferably experience in supporting customers’ data infrastructure, AI/ML pipelines, data platforms, or data governance.

• Bachelor’s degree in Information Systems, Data Science, Computer Science, or equivalent experience.

• Willingness to travel up to 25%.

• Proven experience managing technical relationships with strategic customer accounts, preferably within Fortune 500 companies.

• Comfort engaging with data engineering and governance teams, AI/ML leaders, architects, and C-level stakeholders.

• Ability to link technical work to business value, ROI, renewals, and account growth.

• Strong familiarity with at least four out of five technical areas: client-side, server-side, networking, infrastructure, and APIs.

• Proficient in HTML/CSS and capable of reading and debugging client-side JavaScript.

• Fluency in backend development, including the ability to read and debug server-side JavaScript; TypeScript knowledge is a plus.

• Experience with data storage solutions, queuing systems, CRON jobs, and authentication patterns.

• Understanding of networking principles.

• Familiarity with cloud infrastructure and tools such as AWS, GCP, Azure, and Terraform.

• Technical fluency in API design patterns, integration, debugging, and guidance for improvements.

• Proactive in identifying risks and resolving long-standing escalations.

• Exceptional clarity and precision in communication with both technical and executive audiences.

• Ability to translate technical investigations into executive summaries and revenue-impact perspectives.

• Comfortable navigating complex or ambiguous technical challenges.

• Ability to work independently across different time zones.

• Familiarity with tools such as Linear, Asana, or Jira is preferred.

• Knowledge of GDPR, CPRA, EU AI Act, HIPAA, and relevant data governance and regulatory frameworks is preferred.

• Experience with log monitoring tools like Datadog is preferred.

🏝️ Benefits

• Flexible PTO.

• Parental leave.

• 401(k) match.

• Comprehensive medical coverage.

• Dental coverage.

• Vision coverage.

• Competitive compensation packages that include employee equity.

• Fully remote work with flexibility, trust, and collaboration.

• Metro hub meetups.

• Team off-sites.

• Annual company retreats.

• Co-working stipends.

• Monthly meal stipends.

• Volunteer opportunities.

• Educational programming.

• Wellbeing, inclusion, and social-impact initiatives.