Technical Account Manager

What You’ll Do

• Own the end-to-end technical support experience for assigned Premium and Enterprise customers.
• Act as the primary technical point of contact for escalations, complex issues, and operational coordination.
• Build long-term technical relationships with customer stakeholders (DevOps, SRE, System Administrators, CTO-level).
• Lead incident management for customer-impacting issues, coordinating Support, Engineering, and Operations teams.
• Ensure clear, structured, and timely communication during incidents and escalations.
• Lead regular service reviews covering incident trends, SLA performance, risks, and improvement opportunities.
• Proactively identify risks and potential service degradation before customer impact occurs.
• Deliver high-quality post-incident reports (RCA) focused on root cause and prevention.
• Act as the voice of the customer internally, providing structured feedback to Product and Engineering teams.