Technical Account Manager

Responsibilities

• Serve as the primary post-deployment technical point of contact for enterprise customers
• Develop a deep understanding of each customer’s technical environment, workflows, and operational requirements
• Guide customers on advanced product usage, configuration, and best practices to support long-term adoption and value realization
• Monitor technical account health through usage patterns, deployment signals, and customer feedback, proactively identifying risks and opportunities
• Diagnose, triage, and resolve complex technical issues related to APIs, integrations, data flows, and platform behavior
• Partner closely with Product and Engineering to investigate escalations, communicate impact clearly, and drive timely resolution
• Build and maintain scalable technical resources, including documentation, playbooks, implementation guidance, and troubleshooting materials
• Act as a structured feedback channel between customer teams and Variance’s product organization, surfacing recurring themes, feature requests, and operational insights
• Support strategic customer engagements, including business reviews, adoption planning, and technical expansion discussions

Requirements

• 4+ years of experience in a Technical Account Manager, Solutions Engineer, Technical Customer Success, or similar customer-facing technical role
• 2+ years of experience supporting enterprise customers in a B2B SaaS environment, particularly in complex, multi-stakeholder accounts
• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
• Demonstrated ability to understand complex system architectures and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders
• Strong troubleshooting and problem-solving skills, with a track record of managing sophisticated customer-facing technical issues through resolution
• Strong written and verbal communication skills, including the ability to document investigations, summarize technical issues, and produce high-quality customer-facing materials
• Comfort operating in a fast-paced, ambiguous environment with a high degree of ownership and cross-functional collaboration
• Strong alignment with Variance’s mission to build systems that protect people from fraud, scams, and abuse

Preferred

• Experience working with AI/ML products, workflow platforms, or decisioning systems
• Experience supporting customers in fraud, risk, trust and safety, identity, compliance, or financial services
• Strong SQL proficiency and comfort using data to investigate issues and guide customer recommendations
• Experience partnering closely with Product and Engineering on escalations, bug management, and roadmap feedback
• Experience creating repeatable technical enablement materials and customer success playbooks
• Familiarity with the expectations and operating standards of regulated or security-conscious enterprise customers

Benefits

• Platinum-level medical, dental, and vision insurance
• Unlimited PTO, sick leave, and parental leave
• Up to $100 per month in reimbursement for personal health and wellness expenses
• Free lunch and dinner
• 401(k) plan