Technical Account Manager

Responsibilities include:

Own onboarding, integration support, and ongoing technical health for a portfolio of customer accounts
Set up and configure customer integrations directly — API auth, webhooks, sandbox environments
Reproduce and diagnose integration failures — tracing API calls, reading logs and stack traces, isolating whether an issue is customer-side config, network/infra, or a product bug
Translate model behavior into plain language for customers — explaining confidence scores, detection limitations, and edge cases clearly and accurately
Drive technical escalations end-to-end, coordinating with Engineering and setting clear expectations with customers until resolution
Write and debug integration code snippets to unblock a stuck implementation or demonstrate a fix
Build documentation, runbooks, and integration guides that reduce repeat questions and let the relationship scale beyond you
Flag at-risk accounts early, before a technical issue becomes a trust or retention issue
Partner with Product and Engineering to turn field patterns — false positives/negatives, integration friction, feature gaps — into actionable input
Support pre-sales and renewal conversations with technical credibility when needed
Contribute to internal enablement so the broader CS team can handle more technical questions without escalation

Who you are.
You have 4+ years in a technical account management, solutions engineering, or senior technical support role, ideally with API-based or ML/AI products
You can independently stand up an API integration — auth, webhooks, sandbox/test calls — and debug it when it breaks, using tools like Postman/curl, log traces, and basic scripting (Python or similar). You don’t wait for engineering to tell you where the failure is; you find it first.
You have a track record of owning relationships with both technical and non-technical stakeholders at the same account
You’ve worked cross-functionally with engineering and product, and you know how to turn complaints into signal they can act on
You have good judgment under ambiguity — you’re often the first to know something’s wrong before there’s a clean explanation for it

Preferred, but not required:

You have a background in trust & safety, security, fraud, or content moderation
You have experience with computer vision, ML model behavior, or working alongside data science teams
You’ve built or debugged a webhook-based integration, OAuth/API key flow, or SDK implementation from scratch
You’ve worked at a startup where you built the process rather than inherited one