Senior Technical Account Manager

🧭 Distill and triage complex issues with strong judgment. Understand what is being reported, clarify the actual problem, gather the right context, and determine whether it needs deeper investigation, escalation, or connection to an existing project or workstream.

🚦 Act as an air traffic controller across the organization. Route issues with clear context, urgency, and recommended next steps while balancing multiple priorities. Know when to escalate, when to dig deeper, when to ask for help, and when to keep things moving.

🔎 Turn inbound activity into useful signals and value-driving opportunities. Look across tickets, customer questions, escalations, and support trends to identify recurring themes, emerging issues, client friction, process gaps, product opportunities, and operational patterns.

🔗 Connect activity to broader projects and priorities. Stay aware of active launches, client initiatives, product changes, known issues, and operational workstreams so support activity does not live in a vacuum.

🤝 Support Program Managers and project teams. Help Program Managers and cross-functional teams stay connected to support activity that may impact active projects, launches, or strategic initiatives. Provide support on strategic projects as needed.

📋 Strengthen the support operating model. Help build and maintain the processes, documentation, dashboards, workflows, and feedback loops that make support operations more consistent, reliable, and scalable.

🔍 Help the organization understand what support is telling us. Surface trends, risks, and recurring friction early so teams can make better product, process, and client decisions.

🤝 Create trust across teams. Client Engagement, Product, and Engineering need to trust your read on what matters. You’ll earn that trust by being clear, organized, thoughtful, and precise.

📈 Move support beyond reactive ticket resolution. Help turn support into an operational feedback loop that improves product quality, client experience, internal process, and team focus.

🧠 Improve the quality of handoffs and escalations. Make sure teams receive the background, examples, impact, urgency, and recommended next step they need to act quickly and confidently.

🛠️ Build systems that make the team smarter. Create and maintain internal knowledge, support playbooks, routing logic, issue summaries, and process documentation that help the team improve over time.

⚖️ Bring clarity when everything feels urgent. Help the team distinguish what needs immediate action, what needs monitoring, and what should be grouped into broader improvement work.

🔎 Are naturally curious and investigative. You like digging into messy problems, asking better questions, and figuring out what is actually happening beneath the surface.

🧠 Can solve problems without a script. You’re comfortable working through ambiguous, unfamiliar, or messy issues where the next step is not obvious. You can form a hypothesis, test it, pull in the right context, and keep moving without waiting for a playbook.

🧭 Have strong operational judgment. You understand how work moves through a fast-moving company. You know when to escalate, when to gather more context, when to involve another team, and when to keep something contained.

💬 Communicate clearly and practically. You can write concise ticket summaries, escalation notes, internal updates, and follow-ups that help people act quickly.

🛠️ Are comfortable being technical-adjacent. You do not need to be an engineer, but you should understand product behavior, technical constraints, logs or screenshots, user workflows, and enough system context to ask smart questions.

🔄 Can context switch without losing the plot. You can move between customers, issues, teams, and priorities while staying clear on what matters, who owns what, and what needs to happen next.

🤖 Use AI as leverage, not a crutch. You are excited to use AI tools to improve speed, synthesis, and quality, but you know that strong judgment, accountability, and context still need to come from you.

🧩 Look for better ways to solve the underlying problem. You are not limited to “close the ticket and move on.” You look for ways to reduce repeat work, improve the process, and make the system around the issue better.