The Technical Account Advisor is a senior customer-facing technical role responsible for ensuring customers realize maximum value from our products and services. Acting as a trusted technical partner, this person combines deep product knowledge, problem-solving skills, and strong stakeholder management to drive adoption, resolve escalations, influence product roadmap, and support renewal and expansion.
Key Responsibilities
- Serve as the primary technical advisor for assigned strategic or high-risk customers; build trusted relationships with technical and business stakeholders.
- Lead onboarding and implementation activities, including architecture reviews, integrations, data migrations, and configuration best practices.
- Proactively monitor customer environments, advise on optimization and performance, and drive adoption of features and best practices.
- Triage and manage technical escalations in coordination with support, engineering, and product teams; ensure timely resolution and effective communication.
- Run periodic technical health checks, risk assessments, and roadmap planning sessions with customers.
- Translate customer needs and technical feedback into actionable requirements for product and engineering teams; advocate for customers through the product lifecycle.
- Deliver technical enablement (workshops, training, documentation) to customer teams to reduce enablement friction and increase self-sufficiency.
- Support renewal and expansion conversations by articulating technical value, ROI, and alignment to customer objectives.
- Maintain accurate account documentation, runbooks, deployment diagrams, and engagement trackers.
- Mentor less-experienced advisors and contribute to continuous improvement of advisory processes and templates.
Required Qualifications
- 5+ years of customer-facing technical experience (Technical Account Management, Solutions Engineering, Customer Success Engineering, or similar).
- Strong experience with integrations, APIs, cloud platforms (AWS/Azure/GCP), networking fundamentals, and system architecture.
- Proven track record of managing escalations and delivering technical outcomes for enterprise customers.
- Solid troubleshooting and diagnostics skills — comfortable working with logs, metrics, SQL, and basic scripting (Python, Bash, or similar).
- Excellent written and verbal communication skills; able to present complex technical topics to technical and non-technical stakeholders.
- Strong stakeholder management, negotiation, and interpersonal skills.
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent experience.
Preferred Qualifications
- Experience in SaaS operations, data/platform products, or logistics/transportation domain (if relevant).
- Certifications such as AWS/Azure/GCP, CCNA/CCNP, or relevant security/architecture credentials.
- Familiarity with observability/monitoring tools, incident management platforms, and CRM/ticketing systems (JIRA, ServiceNow, Gainsight).
- Experience with programmatic onboarding and building automation/runbooks.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
