Senior Technical Account Manager

Skills

About the Role

You'll own the most complex, highest-stakes technical relationships in the company, working with global institutions such as major banks, card networks, and fraud organizations operating in regulated environments. You'll act as Incode's technical authority at the executive level, trusted by Bank CISOs, Heads of Fraud, and Platform Engineering leaders. You'll translate ambiguous regulatory and architectural problems into concrete delivery plans, coordinate engineers rather than escalate to them, and proactively prevent incidents rather than merely reacting to them. You'll need to be comfortable across the full software stack, coding front-end customizations, creating integration samples and diagrams, debugging complex issues, performing deep-dive data analysis, and producing custom reports.

Requirements

• 5+ years in a technical customer-facing role with demonstrated ownership of Tier 1 enterprise accounts such as TAM, Customer Success Engineer, Solutions Architect, or Principal SE
• Full-stack integration fluency including Web/Mobile SDK, REST/webhooks, async patterns, SQL, logs, and distributed tracing
• AWS architecture experience including multi-region deployment and availability zones
• Data analysis and reporting fluency including operational dashboards, health scorecards, SLA reports, and trend analyses
• Incident command experience leading major production incidents at enterprise accounts
• Scripting and automation proficiency in Python, Bash, or equivalent
• Direct experience working with Tier 1 financial services institutions in a technical capacity
• Working knowledge of at least two of SOC 2, PCI DSS, GDPR/CCPA, PIPEDA
• Experience interfacing with security and compliance stakeholders such as CISOs, InfoSec teams, and internal audit in a technical vendor role
• Familiarity with enterprise change management including model governance, freeze windows, and release gating
• Experience with identity verification, fraud prevention, biometrics, or related security products preferred
• Knowledge of SDK injection attacks, client-side security threat modeling, or mobile application security preferred
• Experience at a high-growth SaaS company scaling through a hypergrowth phase preferred

Responsibilities

• Serve as Incode's primary technical authority for one or more Tier 1 FinServ accounts
• Own the technical account relationship end-to-end including architecture reviews, roadmap alignment, risk posture, and platform strategy
• Partner with Account Directors on commercial strategy and translate technical health into retention and expansion signals
• Maintain deep working knowledge of customer integration architectures across Web and Mobile SDK, REST, webhooks, async architectures, SQL, logs/tracing, and AWS deployment models
• Conduct formal architecture reviews and production readiness assessments for new deployments and major changes
• Identify integration risks, performance bottlenecks, and security exposure before they surface in production
• Own formal change and release management for accounts including upgrade windows, test plans, customer communication, and rollback procedures
• Lead BCP and multi-region readiness assessments and ensure accounts meet regulatory RTO/RPO obligations
• Run incident response including leading technical bridges, managing executive communication, driving post-incident reviews, and owning remediation plans
• Maintain documented operational runbooks for each account
• Support security reviews, vendor assessments, and penetration test responses
• Advise on SDK injection threat modeling and client-side identity verification attack surfaces
• Advise on ML model governance including model versioning, bias auditing, and explainability requirements
• Serve as the technical voice in compliance conversations alongside Account Directors and Legal
• Synthesize patterns across accounts into actionable product feedback for Engineering and Product
• Coordinate internal technical resources such as SE, Engineering, Security, and Support proactively
• Identify platform gaps that create risk and advocate for resolution
• Build AI-assisted workflows for status reporting, runbook generation, incident summaries, and compliance documentation
• Develop reusable playbooks for FinServ TAM engagements

Benefits

• Flexible Working Hours & Workplace
• Open Vacation Policy