Technical Account Manager – Senior

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

📋 Description

• Serve as the main technical partner for enterprise clients.

• Manage the complete lifecycle of tickets and incidents, encompassing triage, prioritization, escalation, communication, resolution, and follow-up.

• Offer proactive technical advice and dependable technical support.

• Work in partnership with Account Teams to provide outstanding customer experiences.

• Collaborate with Support, Engineering, Product, and Operations to resolve issues and enhance service quality.

• Conduct customer calls, incident reviews, service evaluations, and internal meetings.

• Identify ongoing issues, risks, and service deficiencies.

• Spearhead initiatives to mitigate recurring problems and rectify service deficiencies.

• Ensure that new product launches and features are ready for service through documentation, monitoring, and enablement.

• Facilitate swift, high-quality resolutions to enhance customer satisfaction.

⛳️ Requirements

• Proficiency in English, both written and spoken.

• Bachelor's degree required.

• Experience directly engaging with enterprise clients in a technical or customer-facing role.

• Familiarity with ticketing systems such as Jira and/or Zendesk.

• Background in supporting complex technical products or platforms.

• Knowledge of support processes, incident management, and service delivery methodologies.

• Ability to articulate technical concepts clearly to both technical and non-technical audiences.

• Experience with L2/L3-level troubleshooting.

• Prior experience in the mobile or telecommunications sector is advantageous.

• Experience with Grafana is a plus.

• Familiarity or keen interest in A2P SMS, MMS, RCS, OTT, or IoT communications is preferred.

• Experience collaborating with multinational enterprise clients is a plus.

• Background in APIs, cloud platforms, or SaaS environments is an asset.

🏝️ Benefits

• Comprehensive medical and dental coverage for Sinchers and eligible dependents through Bradesco Saúde.

• Caju flexible benefit card for food, education, and home office support.

• Paid maternity leave lasting 180 days.

• Paid paternity leave for 30 days.

• Daycare assistance for children up to five years of age.

• Access to Wellhub gym and wellness options.

• Prudential life insurance for unforeseen absences, serious illness, accidents, and disabilities.

• Annual reimbursements for specific disability-related and transgender-related expenses.

• Paid time off on the employee's birthday.