Technical Account Manager (US)

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
• MANAGE ESCALATIONS AND OPERATIONAL EXCELLENCE
• Oversee technical support intake, issue management, critical incidents, and high-severity support cases.
• Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans.
• 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, partnering with Product and Engineering to get high-impact improvements adopted.

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