Staff Technical Account Manager II
Own the technical health, architecture, escalations, and adoption strategy for strategic SaaS customers while advising executives and engineering teams. The role requires 8+ years in technical post-sales work, strong cloud, API, networking, and debugging expertise, and the ability to influence renewals and expansion.
About the job
Responsibilities
- Own the ongoing technical health of strategic accounts throughout the customer lifecycle and serve as the senior technical partner to customer leadership.
- Conduct weekly technical check-ins, quarterly technical business reviews, and semi-annual roadmap-alignment sessions.
- Lead architecture and health reviews across customers’ Transcend footprints and connected systems, evaluating integration patterns, data flows, authentication, and infrastructure choices.
- Surface risks before production, drive remediation with Support Engineering, and recommend changes to improve reliability and implementation maturity.
- Drive complex, high-visibility escalations to resolution across Engineering, Sales, Product, Support Engineering, and executive stakeholders.
- Identify cross-account technical patterns and partner with Product and Engineering to inform the roadmap.
- Use observability tooling to investigate error rates, latency, and integration health.
- Translate customer objectives into technical adoption roadmaps that drive feature adoption, usage depth, and implementation maturity.
- Feed technical insight into renewal and expansion conversations.
- Mentor peer TAMs and Support Engineers on complex investigations, customer engagement, and technical storytelling.
Requirements
- 8+ years of progressively advanced experience in a highly technical, customer-facing, post-sales SaaS role.
- Experience supporting data infrastructure, AI/ML pipelines, data platforms, or data governance preferred.
- Bachelor's degree in Information Systems, Data Science, Computer Science, or equivalent experience.
- Ability to travel up to 25%.
- Experience owning technical relationships with strategic accounts and working with data engineering, governance, AI/ML, architecture, and C-level stakeholders.
- Ability to connect technical work to business value, ROI, renewals, and account expansion.
- Strong familiarity with at least four of the following technical areas:
- Client-side HTML/CSS and JavaScript debugging
- Server-side development, data stores, queuing systems, CRON jobs, and authentication
- Networking fundamentals
- Cloud infrastructure and tooling
- API design, integration, and debugging
- Proactive approach to identifying risks and closing long-running escalations.
- Exceptional written and verbal communication skills, including translating technical investigations into executive summaries.
- Comfort navigating ambiguous and deeply technical problem spaces.
- Ability to work autonomously in a remote-first environment across time zones.
Preferred Qualifications
- Familiarity with Linear, Asana, or Jira.
- Familiarity with data governance and regulatory frameworks such as GDPR, CPRA, EU AI Act, and HIPAA.
- Experience with log monitoring tools such as Datadog.
Compensation
- USA pay range: $180,000–$195,000 USD.
- The range applies to Tier 1 labor markets such as the San Francisco Bay Area and New York City and may be adjusted for other geographic areas.
- Individual pay is determined by experience, education, skillset, geographic location, and other factors.
Skills
HTML, CSS, JavaScript, TypeScript, AWS, GCP, Azure, Terraform, APIs, Networking, Datadog, Jira, Linear, Asana, Authentication
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