Technical Account Manager
Provides hands-on technical support for customer integrations, APIs, payment operations, and cloud systems while diagnosing issues and translating complex problems into clear solutions. The role requires 1–3 years of technical support or integration experience, strong communication, and overnight Eastern Time coverage.
About the job
Responsibilities
- Serve as a front-line technical contact by answering customer support inquiries, troubleshooting integration issues, and supporting payment operations.
- Partner with the Integrations team to onboard new customers by configuring and validating integrations.
- Write and improve technical documentation, FAQs, and guides for customer self-service.
- Collaborate with Integrations and Engineering on product solutions, customer feedback, testing, and validation.
- Investigate technical issues, identify root causes, and escalate complex problems when necessary.
- Translate technical details into clear, actionable communication for customers and internal teams.
Requirements
- 1–3 years of experience in technical support, integration, or solutions engineering.
- Familiarity with cloud platforms, preferably Google Cloud Platform.
- Experience navigating logs, APIs, technical tools, and common troubleshooting workflows.
- Strong troubleshooting and problem-solving skills, including investigating integration and data-flow issues.
- Excellent written and verbal communication skills.
- Experience with Zendesk, Jira, or similar ticketing systems.
- Ability to collaborate cross-functionally with Engineering, Product, and Customer Success.
- Proactive, detail-oriented approach and willingness to document solutions and processes.
- Experience with observability and alerting systems.
- Comfort working with logs, SQL queries, and basic debugging tools.
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.
- Willingness to work 12:00 AM–9:00 AM Eastern Time.
Nice to Have
- Startup or fintech experience.
- Google Cloud Platform services including App Engine, Firestore, Cloud Functions, IAM, Pub/Sub, and BigQuery.
- Terraform, CloudFormation, or similar infrastructure-as-code tools.
- GitHub Actions, CircleCI, or similar CI/CD platforms.
- Python, Go, or Bash for automation and tooling.
Compensation and Benefits
- $60,000–$80,000 annual compensation with equity.
- Remote-first culture with flexible working arrangements.
- Professional growth opportunities and involvement in infrastructure decisions.
- Modern cloud technology stack.
Work Arrangement
- Remote role with overnight coverage aligned to UK and EU business hours.
Skills
GCP, APIs, Data Integrations, Zendesk, Jira, SQL, Observability, Alerting Systems, Terraform, CloudFormation, GitHub Actions, CircleCI, Python, Go, Bash
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