Teramind

Technical Account Manager

Teramind

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudLinuxMacOSPostgres

About the role

  • Serve as the primary technical point of contact for assigned enterprise customers. Provide technical support and advanced-level troubleshooting.
  • Triage complex customer service issues received through various customer service channels
  • Maintain high customer satisfaction while managing operational expectations
  • Become a product expert and maintain a deep understanding of product functionality
  • Coordinate with internal teams (Support, Engineering, Product) to resolve issues.
  • Identify trends in support requests to help create long-term solutions
  • Build and maintain strong relationships with technical stakeholders.
  • Help with onboarding and implementation efforts tailored to customer needs.
  • Understand customer objectives and proactively recommend solutions to meet them.
  • Check system health and performance to preemptively identify potential issues.
  • Provide regular technical reviews, reports, and improvement plans.
  • Guide customers on best practices in configuration, security, and architecture.
  • Advocate for customer needs within the company to influence the roadmap and product improvements.

Requirements

  • 5+ years of experience in a technical account management, solutions engineering, or technical consulting role.
  • Ability to navigate comfortably in Linux and Windows shells
  • Extensive knowledge of PostgreSQL
  • Knowledge of an Intercom or similar ticketing system
  • Knowledge of project management tools such as Jira
  • Understanding of B2B SaaS products, IT security, and data platforms
  • Ability to translate intricate technical details to simple, understandable terms
  • Strong interpersonal skills and ability to work with customers & cross-functional teams.
  • Solid knowledge in cloud computing platforms, including Microsoft Azure and Amazon Web Services (AWS).
  • Proficiency in Linux, macOS, and Windows operating systems, including system configuration, troubleshooting, and security.
  • Excellent communication and interpersonal skills, with a strong ability to explain technical concepts to non-technical stakeholders.
  • Proven ability to manage multiple customers and priorities simultaneously.
  • Strong analytical thinking and problem-solving skills.
Benefits
  • Competitive salary
  • High-quality health benefits
  • 401(k) with employer match
  • Career growth opportunities
  • Unlimited paid time off
  • Company-issued laptop (choice of Mac or PC)
  • Professional development budget

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
LinuxWindowsPostgreSQLIntercomJiracloud computingMicrosoft AzureAmazon Web Servicessystem configurationtroubleshooting
Soft skills
interpersonal skillscommunication skillsanalytical thinkingproblem-solving skillscustomer relationship managementcross-functional collaborationtechnical translationcustomer advocacyoperational managementcustomer satisfaction