Technical Account Engineer

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

📋 Description

• Act as the technical liaison for designated customer accounts

• Gain a comprehensive understanding of each customer's technical environment and workflows

• Ensure ongoing technical account health following the initial implementation

• Assist customers in maintaining supported platform configurations and integrations

• Analyze recurring technical issues that impact customer operations

• Resolve REST API, webhook, and authentication-related challenges

• Examine HTTP requests, responses, and pertinent technical errors

• Utilize available diagnostic tools and logs to assess software behavior

• Reproduce customer-reported technical issues and document the findings

• Differentiate between configuration issues, integration failures, and product defects

• Identify technical risks that may impact critical customer workflows

• Suggest supported configuration modifications and preventive enhancements

• Engage in technical account reviews and discussions with customers

• Articulate technical findings to both business and technical stakeholders

• Collaborate with customer success managers regarding account health matters

• Coordinate with customer success engineers on technical needs post-implementation

• Partner with technical support teams for complex escalations

• Work alongside software engineers when product fixes are necessary

• Provide clear reproduction steps and technical evidence for engineering escalations

• Collaborate with product teams on recurring technical customer requirements

• Support technical validation following relevant platform modifications

• Assist customers in understanding new technical capabilities and updates

• Document customer configurations, integration specifics, and troubleshooting history

• Create and maintain technical account documentation and support resources

• Identify recurring technical trends across customer accounts

• Propose enhancements to technical support and escalation procedures

• Keep accurate records of customer technical inquiries and follow-up activities

• Facilitate technical issue resolution among internal stakeholders

• Clearly communicate technical risks and resolution updates

• Adhere to appropriate security and privacy protocols

• Escalate clinical, pharmacy, and compliance issues to authorized teams

• Take responsibility for assigned technical account issues until resolution or proper handoff

⛳️ Requirements

• Over 3 years of experience in technical account management, customer engineering, technical support engineering, solutions engineering, or a closely related customer-facing technical position

• Proven experience supporting customer-facing SaaS applications

• Experience in maintaining ongoing technical relationships with customers

• Strong understanding of web-based software applications and their integrations

• Working knowledge of REST APIs, HTTP methods, status codes, and JSON

• Familiarity with webhooks, authentication, and common integration methodologies

• Experience troubleshooting technical challenges that impact customer operations

• Ability to investigate integration errors and ascertain likely causes

• Experience utilizing browser developer tools or similar technical diagnostic tools

• Capability to reproduce software defects and document troubleshooting steps

• Experience in conveying technical concepts clearly to non-technical stakeholders

• Ability to transform customer technical concerns into actionable internal requests

• Experience collaborating directly with software engineering teams

• Familiarity with technical escalation and incident management processes

• Ability to identify recurring technical challenges and suggest improvements

• Excellent written and verbal communication skills

• Experience managing multiple customer technical requests at once

• Strong analytical thinking and problem-solving capabilities

• Ability to prioritize technical issues based on customer impact

• Strong organizational skills and meticulous attention to detail

• Experience utilizing customer support, ticketing, or project tracking tools

• Ability to maintain accurate technical records and account documentation

• Comfortable learning complex software platforms and technical workflows

• Ability to work independently on unclear technical problems

• Comfortable collaborating across customer success, product, and engineering teams

• Availability to collaborate during required U.S. Eastern Time working hours

• Strong sense of ownership and commitment to customer outcomes

• Nice to Have: Experience supporting e-commerce SaaS or merchant-facing software

• Nice to Have: Experience working with Shopify, BigCommerce, or other storefront platforms

• Nice to Have: Familiarity with direct-to-consumer business models

• Nice to Have: Experience troubleshooting online checkout and payment workflows

• Nice to Have: Familiarity with Stripe or similar payment processing platforms

• Nice to Have: Working knowledge of JavaScript, HTML, and CSS

• Nice to Have: Experience using Postman or similar API testing tools

• Nice to Have: Familiarity with SQL and database query fundamentals

• Nice to Have: Experience troubleshooting third-party integrations

• Nice to Have: Familiarity with OAuth and API authentication flows

• Nice to Have: Experience supporting subscription commerce platforms

• Nice to Have: Understanding of application logs and observability tools

• Nice to Have: Experience with Datadog, Sentry, New Relic, or similar monitoring systems

• Nice to Have: Experience participating in technical account reviews

• Nice to Have: Familiarity with cloud-hosted SaaS environments

• Nice to Have: Experience collaborating with product managers on recurring technical issues

• Nice to Have: Experience supporting technical validation and regression testing

• Nice to Have: Experience enhancing technical account support processes

• Nice to Have: Familiarity with healthcare technology or telehealth platforms

• Nice to Have: Experience assisting entrepreneurs and online business owners

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health, dental, and vision insurance

• Retirement savings plan with company matching

• Flexible working hours and remote work options

• Generous paid time off and holidays

• Professional development and training opportunities

• Collaborative and inclusive company culture

• Access to the latest tools and technologies