Technical Account Manager

Responsibilities

Own the Technical Success of Top Tier Customers

• Act as the dedicated technical point of contact for a portfolio of strategic top tier customers
• Lead the technical handoff from Sales Engineering to ensure continuity from implementation into ongoing operations
• Build deep relationships with technical stakeholders, architects, platform owners, and engineering leaders

Drive Platform Health, Scalability, and Performance

• Continuously assess customer deployments to identify risks around scalability, reliability, performance, and maintainability
• Provide strategic recommendations for platform improvements, upgrades, optimizations, and architectural changes
• Guide customers on automation and workflow best practices when they impact platform performance, reliability, or scalability

Manage Escalations and Operational Excellence

• Oversee technical support intake, issue management, critical incidents, and high-severity support cases
• Coordinate cross-functional responses with Support, Product, Engineering, and Customer Success teams
• Keep customers informed with timely communication, clear resolution plans, and proactive risk management

Turn Customer Insights into Continuous Improvement

• Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans
• Triage technical product issues, bugs, and feature requests, ensuring feedback is accurately captured internally
• Share structured customer insights with Product and Engineering to improve platform outcomes at scale
• Identify and address technical product gaps surfaced by enterprise customers, from triaging bugs and feature requests to contributing lightweight fixes, workflow improvements, or pull requests where appropriate

Requirements

Must-haves

• Strong experience in Technical Account Management, Solutions Architecture, Customer Engineering, Site Reliability Engineering, or a similar customer-facing technical role
• Deep understanding of cloud infrastructure, distributed systems, APIs, integrations, and platform operations
• Experience diagnosing performance, reliability, and scalability challenges in production environments
• Ability to translate complex technical topics into actionable recommendations for both technical and business stakeholders
• Confidence building trust with senior technical stakeholders and aligning internal teams around customer outcomes
• Experience working closely with Support, Product, Engineering, and Customer Success teams to solve customer challenges
• Strong DevOps and infrastructure experience, including hands-on exposure to Docker, Kubernetes, self-hosted deployments, cloud environments, and the operational considerations needed to run scalable, reliable production systems

Nice-to-haves

• At least 6 months experience with n8n or similar workflow automation / iPaaS platforms such as Zapier, Make, Node-RED or similar
• Familiarity with AI / LLM integrations, agentic workflows, or automation use cases involving AI-enabled business processes
• Experience supporting both self-hosted and SaaS enterprise customers, especially in complex or highly regulated environments
• Background working with open-source, developer-first, or technical platform products
• Previous exposure to scaling customer success or TAM motions in a high-growth SaaS or infrastructure company
• Proactive and consultative in approach, with the ability to understand the business impact of technical issues, anticipate upcoming challenges, and stay organised across multiple customer priorities

Compensation & Benefits

US Benefits

• 20 vacation days, 8 sick days, plus public holidays
• Multiple low-premium, low-deductible medical plans with coverage for individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage
• 401(k) retirement plan with a 4% employer match