Senior Technical Account Manager

Incode is seeking a Senior Technical Account Manager to serve as a proactive technical partner for strategic customers. The role combines solutions engineering, implementation consulting, technical project management, incident response, account health management, and customer advocacy.

Responsibilities

• Serve as the primary technical point of contact for strategic accounts across financial services, telecom, healthcare, and enterprise sectors.
• Build trusted relationships with customer engineering teams, architects, and platform owners.
• Lead technical onboarding and new product deployments.
• Provide hands-on guidance on Web and Mobile SDK integrations, REST APIs, webhooks, and backend configuration.
• Review integration designs, identify risks, and recommend architectural adjustments.
• Monitor account health and proactively resolve degradation risks.
• Lead incident bridges, coordinate communications, and drive post-incident reviews.
• Own change and release management, including upgrade windows, test plans, and rollback procedures.
• Translate customer pain points into actionable feedback for Product and Engineering.
• Coordinate internal Product, Engineering, and Support resources.
• Collaborate with the Account Director on account strategy, health, and expansion opportunities.
• Build AI-assisted workflows and contribute to shared knowledge bases, playbooks, runbooks, and integration guides.

Requirements

• 3+ years in a technical customer-facing role such as TAM, Solutions Engineer, Implementation Consultant, or Customer Success Engineer.
• Strong knowledge of REST APIs, webhooks, and asynchronous integration patterns.
• Hands-on Web or Mobile SDK integration experience with iOS, Android, JavaScript, or TypeScript.
• Proficiency with SQL for log analysis, troubleshooting, and operational reporting.
• Ability to build and interpret usage trends, account health metrics, SLA tracking, and operational dashboards.
• Comfort with cloud infrastructure fundamentals; AWS preferred.
• Scripting ability with Python, Bash, or equivalent.
• Experience with identity verification, fraud prevention, or biometric authentication is a bonus.
• Familiarity with SOC 2, PCI, GDPR, or CCPA is a bonus.
• Prior experience at a high-growth SaaS or fintech company is a bonus.

Benefits

• Flexible Working Hours & Workplace
• Open Vacation Policy
• High-performance culture
• Freedom and responsibility
• Continuous feedback
• Promotions and development opportunities