Senior Technical Account Manager

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