Senior Technical Account Manager
Incode is a leading provider of world-class identity solutions, reinventing online identity authentication and verification. Serving industries like finance, government, and retail, Incode's technology reduces fraud and enhances digital trust, aiming to create a single, secure identity for users everywhere.
About Incode Technologies
Incode provides an AI-driven identity verification and biometric authentication platform, the Omni Platform, designed to eliminate fraud, ensure KYC/AML compliance, and streamline user experiences. The platform offers modular solutions for customer, business, and employee identity verification through SDKs, APIs, and a configurable dashboard. Built entirely in-house, Incode's technology leverages an advanced fraud network and features like liveness detection, document verification, and facial recognition, which can be matched against government biometric databases for high accuracy. The company serves a wide range of industries, including financial services, marketplaces, hospitality, gaming, and healthcare, aiming to power a world of trust with a single, secure identity for everyone.
Skills
About the Role
You will own the end-to-end technical relationship for a portfolio of strategic accounts. Rather than simply being an escalation path, you will act as a proactive technical partner embedded in the customer's world, translating complex integration challenges into delivery plans, keeping production environments healthy, and making sure Incode's products work as designed. You'll wear many hats — solutions engineer, escalation point, implementation consultant, technical project manager, and trusted advisor — depending on the day. You'll build trusted relationships with customer engineering teams and architects, lead technical onboarding for new deployments, provide hands-on SDK and API integration guidance, monitor account health, lead incident response bridges, and translate customer pain points into product feedback. You'll also collaborate with your Account Director and contribute to the team's shared playbooks and knowledge base, while building AI-assisted workflows to improve efficiency.
Requirements
- 3+ years in a technical customer-facing role: TAM, Solutions Engineer, Implementation Consultant, Customer Success Engineer, or equivalent
- Strong working knowledge of REST APIs, webhooks, and async integration patterns
- Hands-on experience with Web and/or Mobile SDK integration (iOS, Android, JavaScript/TypeScript)
- Proficiency with SQL for log analysis, troubleshooting, and operational reporting
- Ability to build and interpret data analysis and reporting artifacts: usage trends, account health metrics, SLA tracking, and operational dashboards
- Comfort with cloud infrastructure fundamentals (AWS preferred)
- Scripting ability (Python, Bash, or equivalent)
- Experience with identity verification, fraud prevention, or biometric authentication is a bonus
- Familiarity with compliance frameworks relevant to enterprise customers (SOC 2, PCI, GDPR/CCPA) is a bonus
- Prior experience at a high-growth SaaS or fintech company is a bonus
Responsibilities
- Serve as the primary technical point of contact for strategic accounts across financial services, telecom, healthcare, and enterprise verticals
- Build trusted relationships with customer engineering teams, architects, and platform owners
- Maintain deep familiarity with each account's integration architecture, production environment, and technical roadmap
- Lead and project manage technical onboarding for new use case and new product deployments
- Provide hands-on guidance on Web and Mobile SDK integration, REST/webhook architectures, and backend configuration patterns
- Review integration designs, identify risks, and recommend architectural adjustments before they become production problems
- Monitor account health and proactively identify degradation risks
- Lead technical bridges during incidents and coordinate internal engineering and customer communication
- Drive post-incident reviews
- Own change and release management including upgrade windows, test plans, and rollback procedures
- Translate customer pain into actionable product feedback for Product and Engineering
- Coordinate internal resources across Product, Engineering, and Support
- Collaborate with the aligned Account Director on account strategy, health, and expansion opportunities
- Build and share AI-assisted workflows to reduce repetitive work and improve documentation quality
- Contribute to the TAM team's shared knowledge base, playbooks, runbooks, and integration guides
Benefits
- Flexible Working Hours & Workplace
- Open Vacation Policy