Technical Account Manager

Job Summary

Working remotely on a full-time basis, the Technical Account Manager will serve as a high-touch support resource for strategic customers, managing complex support cases and providing expert technical assistance while ensuring exceptional customer experience during a fixed Thursday to Monday or Friday to Tuesday schedule.

Key responsibilities

• Serve as the primary escalation point for Enterprise and Majors accounts, owning high-severity support cases through resolution
• Triage and resolve urgent customer issues, coordinating with internal teams across Support, Engineering, and Product
• Lead proactive incident communications, translating technical updates into customer-specific impacts and next steps

Required qualifications

• Experience supporting enterprise or highly regulated software products in technical support or account-facing roles
• Strong technical foundation with the ability to troubleshoot complex systems and collaborate with Engineering and Product teams
• Exceptional judgment under pressure, comfortable operating in high-severity and time-sensitive situations
• Deep customer obsession and ownership mindset, with a focus on long-term customer success
• Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy and customer trust