Technical Account Manager

What You'll Do

• Manage and provide technical guidance to clients through their lifetime as Astra partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner
• Partner closely with the Integrations team to support onboarding of new customers, helping them configure and validate integrations
• Contribute to Astra’s knowledge base by writing and improving technical documentation, FAQs, and guides to streamline customer self-service
• Collaborate with the Integrations and Engineering teams on new product solutions, providing feedback from customer interactions and assisting with testing and validation
• Investigate issues and other technical environments, identifying root causes and escalating complex problems when necessary
• Act as a bridge between customers and the integration and engineering teams, translating technical details into clear, actionable communication
• Identify areas to improve operational efficiencies and onboard our customers more quickly and effectively

What We're Looking For

Required Experience

• 5+ years of experience as a TAM, Solutions Engineer, or other customer-facing technical role where you owned key developer relationships
• Familiarity with cloud platforms (preferably Google Cloud Platform) and comfort navigating logs, APIs, and technical tools
• Strong project management skills, capable of influencing internal and external partners to stay on schedule
• Strong troubleshooting skills and the ability to navigate technical issues, provide prompt solutions, investigate and resolve integration or data flow issues
• Excellent written and verbal communication skills — able to translate complex technical concepts into clear, customer-friendly explanations
• Experience with support systems like Zendesk, Pylon (or similar ticketing platforms)
• A collaborative mindset with the ability to work cross-functionally with Engineering, Product, and Customer Success teams
• A proactive, detail-oriented approach and willingness to document solutions and processes for future use
• Proactive mindset - you seek out ways to improve systems and enable others

Education

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field — or equivalent practical experience

Technical Skills

• Monitoring: Experience with observability and alerting systems
• Proficiency with cloud platforms, ideally Google Cloud Platform (GCP)
• Understanding of APIs, data integrations, and common troubleshooting workflows
• Experience with ticketing systems (Zendesk, Jira, or similar)
• Comfort working with logs, SQL queries, and basic debugging tools
• Strong documentation skills for both internal and customer-facing materials

Preferred Experience

• Cloud Infrastructure: GCP (App Engine, Firestore, Cloud Functions, IAM, Pub/Sub, BigQuery)
• Infrastructure as Code: Terraform, CloudFormation, or similar
• CI/CD: GitHub Actions, CircleCI, or similar platforms
• Programming: Python, Go, Bash for automation and tooling