Technical Account Manager, US

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Requirements:

• At least five years of experience in Customer Success / Support / Technical Account Management in a SaaS organization.
• Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience.
• Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary analysis.
• Proficiency in navigating macOS and Linux via terminal and executing terminal commands.
• Familiarity with network topologies and troubleshooting techniques.
• Ability to provide customer support and utilize support tools effectively.
• Strong verbal and written communication skills.

Responsibilities:

• Manage, escalate, and resolve technical, service, and infrastructure issues.
• Manage customer onboarding, implementation, and health checks.
• Ensure customer success through training and best practices.
• Act as a customer advocate with internal teams.
• Engage with customers at all organizational levels.
• Perform in-depth analysis for various operating systems.
• Develop and test solutions for complex problems.
• Respond to escalations promptly and professionally.
• Document technical resolutions in the knowledge base.
• Learn new skills quickly.
• Escalate customer issues to management as needed.
• Lead cross-functional groups for escalated cases.
• Participate in team technical communications for best practices.
• Identify renewal risks and collaborate internally.
• Support sales teams with account expansion opportunities.