Technical Account Manager, Weekend Coverage, EMEA

Responsibilities

• Serve as the primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain account context, including customer workflows, configurations, integrations, and sensitivities, and apply it to troubleshooting and communications.
• Provide hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead proactive incident communications by translating technical updates into customer-specific impact, expectations, and next steps.
• Participate in incident response, including severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve reliability, knowledge coverage, and operational maturity.
• Develop and improve escalation playbooks, runbooks, and support tooling.
• Partner with Customer Success Managers to improve post-sale technical engagement and customer experience.

Requirements

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
• Experience engaging and managing senior stakeholders internally and externally.
• Exceptional attention to detail and ability to resolve complex, multi-layered support cases.
• Strong technical foundation, including complex systems troubleshooting and collaboration with Engineering and Product teams.
• Ability to translate complex back-end and front-end concepts into clear language for customers.
• Customer-focused ownership and end-to-end accountability for customer outcomes.
• Sound judgment in high-severity, time-sensitive, and confidential situations.
• Clear, polished written and verbal communication skills.
• Ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
• Strong collaboration and partnership skills.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

Nice-to-haves

• Experience supporting AI-powered, data-intensive, security-sensitive, or compliance-sensitive products.
• Familiarity with incident management frameworks, on-call models, or escalation playbooks.
• Experience working with law firms or professional services organizations.