Technical Account Manager

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

📋 Description

• Oversee client onboarding and API integrations from the initial technical setup to testing and production launch.

• Maintain integration roadmaps and establish technical specifications.

• Create detailed tasks for Engineering and DevOps teams, including logs, reproduction procedures, and technical requirements.

• Execute pre-release technical audits of client configurations.

• Detect configuration or integration problems prior to their impact on production.

• Handle technical incidents and troubleshoot by analyzing logs and pinpointing issues.

• Collaborate with internal teams to resolve issues.

• Participate in Root Cause Analysis (RCA) to mitigate future occurrences.

• Assist in client product adoption through technical demonstrations and feature guidance.

• Maintain ongoing communication with clients and gather feedback.

• Contribute to achieving strong Customer Satisfaction (CSAT) results.

• Enhance technical support processes through the use of internal automation and AI tools for ticket triage, documentation, knowledge sharing, and issue resolution.

⛳️ Requirements

• Proficiency in English at a B2 level or higher.

• Proficiency in Russian at a B2 level or higher.

• Relevant experience in a Technical Account Manager, Technical Support, Integration, Implementation, or a similar client-facing technical role.

• Comprehensive understanding of web architecture, REST APIs, JSON, browser DevTools, and server logs.

• Capability to troubleshoot integrations and differentiate configuration issues from platform bugs.

• Practical experience with Jira and Confluence for issue tracking, task management, and technical documentation.

• Strong analytical and problem-solving abilities.

• Ability to work independently and manage multiple technical priorities.

• Excellent communication skills.

• Confidence in interacting with both clients and cross-functional technical teams.

🏝️ Benefits

• Private health insurance.

• Sports benefits.

• Comprehensive Mental Health Program.

• Free online English lessons.

• Local language courses.

• Paid time off.

• Maternity leave support.

• Rewards for the referral program.

• Opportunities for upskilling, participation in internal workshops, professional conferences, and corporate events.