astra - Technical Account Manager

Remote - ET (Eastern)$108k - $135k3mo ago

Remote Senior NA Cloud Computing Technical Account Manager Solutions Engineer Technical Writing Account Management Go Zendesk Customer Success

Requirements

• 5+ years of experience as a TAM, Solutions Engineer, or other customer-facing technical role where you owned key developer relationships • Familiarity with cloud platforms (preferably Google Cloud Platform) and comfort navigating logs, APIs, and technical tools. • Strong project management skills, capable of influencing internal and external partners to stay on schedule • Strong troubleshooting skills and the ability to navigate technical issues, provide prompt solutions,investigate and resolve integration or data flow issues. • Excellent written and verbal communication skills — able to translate complex technical concepts into clear, customer-friendly explanations. • Experience with support systems like Zendesk, Pylon (or similar ticketing platforms). • A collaborative mindset with the ability to work cross-functionally with Engineering, Product, and Customer Success teams. • A proactive, detail-oriented approach and willingness to document solutions and processes for future use. • Proactive mindset - you seek out ways to improve systems and enable others • Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field — or equivalent practical experience. • Monitoring: Experience with observability and alerting systems • Proficiency with cloud platforms, ideally Google Cloud Platform (GCP) • Understanding of APIs, data integrations, and common troubleshooting workflows • Experience with ticketing systems (Zendesk, Jira, or similar) • Comfort working with logs, SQL queries, and basic debugging tools • Strong documentation skills for both internal and customer-facing materials • Cloud Infrastructure: GCP (App Engine, Firestore, Cloud Functions, IAM, Pub/Sub, BigQuery) • Infrastructure as Code: Terraform, CloudFormation, or similar • CI/CD: GitHub Actions, CircleCI, or similar platforms • Programming: Python, Go, Bash for automation and tooling

Responsibilities

• Manage and provide technical guidance to clients through their lifetime as Astra partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner. • Partner closely with the Integrations team to support onboarding of new customers, helping them configure and validate integrations. • Contribute to Astra’s knowledge base by writing and improving technical documentation, FAQs, and guides to streamline customer self-service. • Collaborate with the Integrations and Engineering teams on new product solutions, providing feedback from customer interactions and assisting with testing and validation. • Investigate issues and other technical environments, identifying root causes and escalating complex problems when necessary. • Act as a bridge between customers and the integration and engineering teams, translating technical details into clear, actionable communication. • Identify areas to improve operational efficiencies and onboard our customers more quickly and effectively. • This role will be specifically designated to East-Coast hours varying between 7am-5pm ET.

Benefits

• Customer Trust: Be on the front line, ensuring Astra’s integrations run seamlessly and customers feel supported. • Product Reliability: Investigate and resolve technical issues that directly impact uptime and performance. • Onboarding Success: Play a critical role in providing integration support to ensure new customer launches are smooth, fast, and reliable. • Knowledge Sharing: Create documentation and insights that empower customers and reduce friction. • Feedback Loop: Bridge customer needs and engineering innovation to shape Astra’s future solutions. • We're looking for technically savvy individuals who are excited by complex systems problems and have the educational background and experience to handle sophisticated challenges. If you're passionate about building mission-critical financial infrastructure and want to have a direct impact on our technical direction, we'd love to hear from you. • With your application • 1. Tell me about a time you were dropped into a new role and what you did to get acclimated. • 2. Tell me about a time when something broke, and you had to work with a client to resolve the issue. What was your approach to solving the issue? • 3. If you don’t know the answer to a question at work, what is your first action to find the answer?