Technical Account Manager

Job Summary

Working remotely with a fixed Thursday to Monday or Friday to Tuesday schedule, the full-time Technical Account Manager will serve as a primary escalation point for enterprise accounts, managing high-severity support cases and providing expert technical assistance to ensure exceptional customer experiences.

Key responsibilities

• Own high-severity and complex support cases, coordinating across various teams to resolve urgent customer issues
• Lead proactive incident communications, translating technical updates into customer-specific impacts and next steps
• Document root causes and preventative actions to enhance product reliability and operational maturity

Required qualifications

• Experience in technical support or escalation management for enterprise or regulated software products
• Strong technical foundation with the ability to troubleshoot complex systems and collaborate with engineering teams
• Exceptional judgment under pressure, capable of managing high-severity and time-sensitive situations
• Demonstrated ability to manage multiple urgent issues while maintaining accuracy and customer trust
• Deep customer obsession with an ownership mindset, focused on long-term customer success