Technical Account Manager

Responsibilities:Lead and develop team members, managing projects, and coordinating with Engineering, Operations, and cross-functional management on high-priority technical issues.Handle customer calls, internal and external escalations, and providing guidance to the product support team.Prepare and sharing weekly and monthly reports, while coordinating support with Customer Success Managers (CSMs) and Incident Support Managers (ISMs) as needed.Create and maintaining knowledge base articles, driving internal knowledge sharing, and automating communications during major incidents to keep stakeholders informed.Ensure appropriate technical resources are available for Sev1 calls and escalating issues when necessary.Conduct audits on knowledge management, on-call rosters, and Root Cause Analysis (RCA) for Sev1 incidents to manage major incidents effectively.Provide periodic reports on major incident metrics, reviewing incidents for SLA compliance, and tracking other key performance indicators (KPIs).Support data collection efforts for process and knowledge improvements.Bring a technical background with experience as a developer in any programming language, along with the ability to manage L1/L2 teams.Oversee team management, including training and conducting periodic performance reviews.Required Skills:Bachelors degree in a technical field ideal8-11 years of hands-on experience in a support role.Knowledge of the Accounts Payable (AP) domain is a plus.Strong problem-solving and technical troubleshooting skills to assist the support team in resolving customer issuesMust have experience interfacing with SaaS applications, databases, etc.Strong communication skills, comfortable interfacing with C-Level + external customersCompensation :$100,000 - $130,000Must be able to be onsite 3 days per week