Technical Account Manager

Job Summary

Supporting high-severity technical issues for enterprise clients, the full-time remote Technical Account Manager will serve as a primary escalation point, providing expert handling of complex support cases and ensuring exceptional customer experiences.

Key responsibilities

• Own high-severity and technically complex support cases for Enterprise and Majors accounts through resolution
• Triage, investigate, and resolve urgent customer issues, coordinating with internal teams for effective solutions
• Lead proactive incident communications, translating technical updates into customer-specific impacts and next steps

Required qualifications

• Experience in technical support or escalation management for enterprise or highly regulated software products
• Strong technical foundation with the ability to troubleshoot complex systems and collaborate with engineering teams
• Deep customer obsession with an ownership mindset, ensuring accountability for customer outcomes
• Exceptional judgment under pressure, comfortable in high-severity and time-sensitive situations
• Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy and customer trust