Technical Account Manager

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

📋 Description

• Facilitate onboarding sessions and technical discovery for enterprises, taking full responsibility for outcomes.

• Set up the CommandLink ITSM platform, including services, workflows, automation rules, escalation policies, and reporting functionalities.

• Design and establish alerting and monitoring policies that align with SLAs/SLOs.

• Manage integrations with external ITSM systems (such as ServiceNow, Jira, Freshservice) through APIs and webhooks.

• Serve as the primary technical representative for assigned enterprise accounts, ensuring adoption, satisfaction, and technical success.

• Assist customers in embracing ITSM workflows, monitoring, and AIOps capabilities.

• Conduct QBRs and proactively provide improvement plans rather than just recommendations.

• Diagnose and resolve workflow, alerting, and integration issues swiftly and accurately.

• Participate in customer-facing sales calls as the technical expert on ITSM, monitoring, and workflow automation.

• Collaborate with sales engineers to create solutions that fully meet customer requirements.

• Present platform demonstrations that effectively highlight execution-ready solutions.

• Take on additional responsibilities and projects as necessary to support the team's and organization's success.

⛳️ Requirements

• A minimum of 3 years of experience, with 5+ years preferred in a Technical Account Manager, Post-Sales, Pre-Sales, or Technical Support role.

• Required relevant experience in a SaaS company.

• A proven history of managing enterprise customer outcomes from start to finish, rather than just providing advice.

• Strong practical knowledge of ITSM platforms including ServiceNow, Jira Service Management, and Freshservice.

• Experience in monitoring, alerting, AIOps, and workflow automation.

• Familiarity with ITIL processes (incident, change, problem management).

• Practical experience with alerting/monitoring concepts and event correlation.

• Knowledge of APIs, JSON, webhooks, and basic scripting skills (preferably Python or PowerShell).

• Understanding of enterprise integrations and multi-tenant SaaS delivery.

🏝️ Benefits

• Opportunities for growth at a rapidly expanding company.

• A culture that encourages creativity and innovation.

• Your contributions will have a real impact.

• Flexible time off policies.

• Engaging events in exciting locations.

• Employee referral bonuses to promote the recruitment of talented individuals to the team.