Technical Account Manager

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

📋 Description

• Act as the technical consultant for clients throughout their engagement

• Oversee the implementation and delivery of both standard and custom customer integrations

• Set up and provide support for identity management solutions, encompassing SSO, SAML, SCIM, and JIT provisioning

• Conduct post-launch migrations for customer identities

• Coordinate custom API integration initiatives with clients and Engineering teams

• Manage timelines for technical implementations and ensure customer satisfaction

• Deliver GraphQL API integrations for Metrics Widgets

• Set up and support Resource Library sFTP integrations

• Implement and maintain BigQuery Data Connector integrations

• Lead the development of advanced data exchange solutions and future data products

• Provide guidance to clients on data architecture and best practices for APIs

• Convert business needs into scalable technical solutions

• Identify opportunities for workflow enhancements through integrations and automation

• Collaborate with Sales and Solutions Consulting during the sales process

• Assist Account Managers with strategies for upselling integration and data services

• Consult on reporting capabilities, Metabase functionalities, and technical solutions

• Work alongside Product and Engineering to incorporate customer feedback and improve the platform

• Serve as a Tier 3 escalation point for complex integration and API issues

• Troubleshoot challenges related to authentication, provisioning, API, and data synchronization

• Collaborate with Engineering to investigate, prioritize, and resolve technical concerns

• Maintain ongoing communication with customers throughout technical investigations

• Develop API, integration, and technical documentation intended for customers

• Create internal documentation and establish best practices

• Provide training and consultation to internal teams

• Lead strategic technical initiatives that span multiple functions

• Manage intricate technical implementations and coordinate with stakeholders

• Engage in strategic projects that have been approved and prioritized by leadership

⛳️ Requirements

• Minimum of 4 years of experience in Technical Account Management, Technical Consulting, Solutions Engineering, Professional Services, or a comparable customer-facing technical role in a B2B SaaS environment

• Experience collaborating with enterprise clients, ideally in the retail technology sector

• Practical experience in implementing or supporting APIs, integrations, identity management, or enterprise SaaS platforms

• Familiarity with SSO, SAML, SCIM, OAuth, or enterprise identity providers such as Okta, Azure AD, Google Workspace, and Ping

• Proven experience in delivering technical implementation or professional services engagements to customers

• Strong comprehension of REST and/or GraphQL APIs, web services, authentication methods, and data exchange principles

• Professional-level proficiency in English, both written and spoken

• Legally authorized to work in Brazil

• Experience with SQL, PostgreSQL, MySQL, or similar relational databases is a plus

• Familiarity with Ruby on Rails or contemporary web application architectures is a plus

• Experience with BigQuery is a plus

• Familiarity with Jira/Confluence is a plus

• Experience supporting Metabase or enterprise reporting platforms is a plus

• Retail industry experience or experience working with retail operations teams is a plus

🏝️ Benefits

• Remote-first culture with fully remote work options

• Stock options available

• Flexible time-off policy

• Monthly stipend for coffee shop visits

• Fully funded one-month sabbatical after five years of service

• Comprehensive medical, dental, and vision coverage

• Annual company retreats

• Paid day off each quarter for volunteering activities

• Unlimited access to Udemy Business courses

• Opportunities for career development discussions with management

• Commitment to a diverse and inclusive workplace