Technical Account Manager

Responsibilities

• Own onboarding, integration support, and ongoing technical health for a portfolio of customer accounts
• Set up and configure customer integrations directly — API auth, webhooks, sandbox environments
• Reproduce and diagnose integration failures — tracing API calls, reading logs and stack traces, isolating whether an issue is customer-side config, network/infra, or a product bug
• Translate model behavior into plain language for customers — explaining confidence scores, detection limitations, and edge cases clearly and accurately
• Drive technical escalations end-to-end, coordinating with Engineering and setting clear expectations with customers until resolution
• Write and debug integration code snippets to unblock a stuck implementation or demonstrate a fix
• Build documentation, runbooks, and integration guides that reduce repeat questions and let the relationship scale beyond you
• Flag at-risk accounts early, before a technical issue becomes a trust or retention issue
• Partner with Product and Engineering to turn field patterns — false positives/negatives, integration friction, feature gaps — into actionable input
• Support pre-sales and renewal conversations with technical credibility when needed
• Contribute to internal enablement so the broader CS team can handle more technical questions without escalation

Requirements

• 4+ years in a technical account management, solutions engineering, or senior technical support role, ideally with API-based or ML/AI products
• Can independently stand up an API integration — auth, webhooks, sandbox/test calls — and debug it when it breaks, using tools like Postman/curl, log traces, and basic scripting (Python or similar)
• Track record of owning relationships with both technical and non-technical stakeholders at the same account
• Worked cross-functionally with engineering and product, and know how to turn complaints into signal they can act on
• Good judgment under ambiguity — often the first to know something's wrong before there's a clean explanation for it

Nice-to-Haves

• Background in trust & safety, security, fraud, or content moderation
• Experience with computer vision, ML model behavior, or working alongside data science teams
• Built or debugged a webhook-based integration, OAuth/API key flow, or SDK implementation from scratch
• Worked at a startup where you built the process rather than inherited one

Compensation and Benefits

• Base salary range: $120,000 - $160,000
• Healthcare plans with 100% premium coverage for employees
• Dental and Vision plans with 100% premium coverage for employees and dependents
• Short/Long-term disability and life insurance plans with 100% premium coverage for employees
• FSA/HSA and 401k programs
• Equity compensation
• 20 days of PTO per year
• 12 weeks of Parental Leave
• Learning and Development budget
• Monthly wellness benefits
• Annual company-sponsored offsite
• For NYC HQ employees: daily in-office lunch, commuter benefits, remote Fridays, happy hours and local events