# Technical Account Manager

**Company:** [Reality Defender](https://hotfix.jobs/companies/reality-defender)
**Location:** New York, NY
**Role:** Sales Engineering
**Salary:** $120k – $160k/yr
**Experience:** 4+ years
**Skills:** API Integrations, Webhooks, Postman, curl, Python, Debugging, log analysis, OAuth, sdk, ml models, Computer Vision
**Posted:** 2026-07-22

> Technical Account Manager owning the technical health of enterprise, financial, and government customer accounts at a deepfake detection cybersecurity company. Responsibilities include API integrations, debugging, escalations, documentation, and translating ML model behavior for customers. Requires 4+ years in technical account management or solutions engineering with API/ML products.

## Job Description

## 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

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