Responsibilities

Own the Technical Success of Top Tier Customers

Act as the dedicated technical point of contact for a portfolio of strategic top tier customers
Lead the technical handoff from Sales Engineering to ensure continuity from implementation into ongoing operations
Build deep relationships with technical stakeholders, architects, platform owners, and engineering leaders

Drive Platform Health, Scalability, and Performance

Continuously assess customer deployments to identify risks around scalability, reliability, performance, and maintainability
Provide strategic recommendations for platform improvements, upgrades, optimizations, and architectural changes
Guide customers on automation and workflow best practices when they impact platform performance, reliability, or scalability

Manage Escalations and Operational Excellence

Oversee technical support intake, issue management, critical incidents, and high-severity support cases
Coordinate cross-functional responses with Support, Product, Engineering, and Customer Success teams
Keep customers informed with timely communication, clear resolution plans, and proactive risk management

Turn Customer Insights into Continuous Improvement

Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans
Triage technical product issues, bugs, and feature requests, ensuring feedback is accurately captured internally
Share structured customer insights with Product and Engineering to improve platform outcomes at scale
Identify and address technical product gaps surfaced by enterprise customers, from triaging bugs and feature requests to contributing lightweight fixes, workflow improvements, or pull requests where appropriate

Requirements

Must-haves

Strong experience in Technical Account Management, Solutions Architecture, Customer Engineering, Site Reliability Engineering, or a similar customer-facing technical role
Deep understanding of cloud infrastructure, distributed systems, APIs, integrations, and platform operations
Experience diagnosing performance, reliability, and scalability challenges in production environments
Ability to translate complex technical topics into actionable recommendations for both technical and business stakeholders
Confidence building trust with senior technical stakeholders and aligning internal teams around customer outcomes
Experience working closely with Support, Product, Engineering, and Customer Success teams to solve customer challenges
Strong DevOps and infrastructure experience, including hands-on exposure to Docker, Kubernetes, self-hosted deployments, cloud environments, and the operational considerations needed to run scalable, reliable production systems

Nice-to-haves

At least 6 months experience with n8n or similar workflow automation / iPaaS platforms such as Zapier, Make, Node-RED or similar
Familiarity with AI / LLM integrations, agentic workflows, or automation use cases involving AI-enabled business processes
Experience supporting both self-hosted and SaaS enterprise customers, especially in complex or highly regulated environments
Background working with open-source, developer-first, or technical platform products
Previous exposure to scaling customer success or TAM motions in a high-growth SaaS or infrastructure company
Proactive and consultative in approach, with the ability to understand the business impact of technical issues, anticipate upcoming challenges, and stay organised across multiple customer priorities

US Benefits

20 vacation days, 8 sick days, plus public holidays
Multiple low-premium, low-deductible medical plans with coverage for individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage
401(k) retirement plan with a 4% employer match