Technical Account Manager

We are looking for a passionate and customer-obsessed Technical Account Manager (TAM) to join our growing team. As a TAM, you will act as a strategic advisor and technical point of contact for our Enterprise customers, helping them drive value from our platform
while ensuring a world-class support experience.

This role combines technical troubleshooting, proactive account management, and consultative engagement. Youll work closely with Customer Success, Product, Engineering, and Support teams to advocate for your clients and ensure their technical needs are met with excellence.

Key Responsibilities:-

• Serve as the primary technical advisor for assigned Enterprise accounts, owning the post-sale technical relationship.
• Manage and support Enterprise clients across multiple channels (email, calls, chat, portal).
• Build trusted relationships with key stakeholders and ensure long-term account health.
• Understand client environments, use cases, and goals to provide proactive guidance and strategic recommendations.
• Troubleshoot, diagnose, and resolve complex product issues; drive root cause analysis (RCA) and share outcomes with clients.
• Partner with internal teams to escalate and resolve issues while maintaining accountability with the client.
• Conduct technical business reviews, platform adoption workshops, and regular client syncs.
• Track and communicate product issues, feature requests, and usage insights to improve customer experience.
• Maintain thorough documentation of client interactions, issues, and resolutions.
• Mentor and support Product Support Engineers, especially for high-priority or high-ARR accounts.
• Contribute to the knowledge base and help improve support processes for scalability.

Required Skills and Qualifications:-

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 5+ years of experience in Enterprise Technical Support, Technical Account Management, or a related role in a SaaS environment.
• Strong technical troubleshooting skills, with exposure to SaaS platforms, cloud technologies, and web development basics (HTML, CSS, JavaScript is a plus).
• Deep understanding of the SaaS business model and Enterprise customer needs.
• Excellent communication and presentation skills — ability to articulate technical concepts to both technical and non-technical stakeholders.
• Ability to work effectively across cross-functional teams and handle multiple high-value accounts simultaneously.
• Strong ownership mindset with a passion for delivering exceptional customer experiences.
• Willingness to work night shifts or flexible hours based on customer time zones (primarily US/EU).
• Highly driven, detail-oriented, and customer-centric.