Technical Account Manager

Job Summary

As part of the Customer Success organization, the full-time Technical Account Manager will provide high-touch technical support for strategic customers, managing complex issues and ensuring exceptional service while working remotely with a fixed Thursday to Monday or Friday to Tuesday schedule that includes weekend coverage.

Key responsibilities

• Serve as the primary escalation point for high-severity support cases, ensuring timely resolution
• Triage and resolve urgent customer issues by coordinating with various internal teams
• Maintain comprehensive account context to enhance troubleshooting and communication with customers

Required qualifications

• Experience in technical support or escalation management for enterprise software products
• Strong technical foundation with the ability to troubleshoot complex systems
• Proven ability to engage and manage high-level stakeholders effectively
• Exceptional judgment in high-pressure situations, particularly with time-sensitive issues
• Demonstrated capability to manage multiple urgent issues while maintaining customer trust