Technical Account Manager

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

📋 Description

• Collaborate with Customer Performance on a portfolio of established customers, adding technical insights to account strategies, risk assessments, and customer discussions.

• Take ownership of the technical health of customer accounts, overseeing configuration, tracking, integrations, data ingestion, and reporting pipelines.

• Actively identify issues related to data quality, configuration discrepancies, pipeline failures, and other technical risks.

• Troubleshoot customer-specific challenges by tracing data flows, validating assumptions, examining technical evidence, and pinpointing root causes.

• Address issues directly within your scope and escalate other matters to Support or Solutions Engineering with comprehensive context, evidence, impact, and suggested next steps.

• Maintain accountability until resolution and convert technical insights into guidance suitable for customers.

• Develop reusable health checks, documentation, and runbooks.

• Highlight recurring trends for the purpose of standardization, productization, or process enhancement.

⛳️ Requirements

• Proven experience in a technical, post-sales customer-facing position (such as Technical Account Manager, Technical Customer Success Manager, Solutions Engineer, Implementation Engineer, Support Engineer, or a similar role).

• Excellent troubleshooting abilities and root-cause analysis skills.

• Strong technical knowledge across data flows, integrations, APIs, web tracking, e-commerce infrastructure, and data pipelines.

• Proficient in utilizing logs, queries, APIs, dashboards, and lightweight scripts to investigate issues, validate data, and verify assumptions.

• Capability to manage the technical health of a customer portfolio, prioritizing tasks based on severity and business impact.

• Exceptional written and verbal communication skills, appropriate for both technical and non-technical audiences.

• Strong collaborative abilities across Customer Performance, Support, Solutions Engineering, Product, and Engineering teams.

🏝️ Benefits

• Equity package

• Comprehensive healthcare benefits (medical, dental, and vision)

• 401(k) plan

• Flexible PTO policy

• 12 company-paid holidays

• 12 weeks of paid parental leave

• $500 work-from-home stipend

• Remote-friendly work arrangement