Technical Account Manager

Remote - Argentina; Remote - Colombia ; Remote - Costa Rica ; Remote - MexicoFull-TimeMiddle

Salary not disclosed

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Job Details

Comfortable with MacOS, Windows, Linux and BSD command line interfaces.
Understand and be able to create/edit shell configuration files.
Intermediate development skills in any type of Development/scripting language.
Basic understanding of data structures and programming flows.
Strong Organizational skills
Self-motivated with the ability to work independently.
Extensive troubleshooting/Debugging experience.
Being able to understand API’s, use of API’s, and creating scripts that utilize API’s will be necessary for this role
Working familiarity with Postman or Paw
Soft skills and knowledge in de-escalation techniques for frustrated or excitable customers
Punctuality, keeping a schedule and working within a time frame is critical for this role
Strong communication skills as this role will be in frequent contact with customers via phone, chat and email
Available for on call support as needed
Ability to learn new tools and utilize them in an impromptu fashion
Willingness and ability to use AI, responsibly, to help with the workflow.
Minimum 2-4 years experience

Create historic records that clearly outline how our service is being utilized and pinpointing where possible issues could arise.
Parse code visually to see what the customer’s code is doing and having the knowledge of the B2 and S3 compatible API’s to discern what is going on in the user code.
Write scripts that involve the B2/S3 compatible API for testing.
Test 3rd party integrations and doing deep drives to learn the ins and outs of all of the integrations, while documenting quick configuration, caveats and other useful information to help in training.
Work closely with members of other teams, including Sales, Marketing, Engineering, Operations and Product Management.
Mentor Technical Support Engineers and others, in various technical areas.
Post Sales support for large customers; take part in Solution Engineer calls and slack/email conversations with large customers as they transition from pre- to post-sales
Create, Implement and use monitoring tools to proactively address common support issues before widespread impact to the customer base, including creation of monitoring dashboards and alerting
Interact at a cross-departmental level to bring resolution to customer’s unique needs
Build rapport and trust with assigned customers in technical matters
Perform deep-dive technical troubleshooting of customer issues using analytical tools and internal system logs

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