Senior Technical Account Manager, Enterprise

About the role

The Remote Technical Advisor supports enterprise customers through a shared, fractional engagement model. This role is designed for mid-size, multi-product deployments that require strong technical oversight and customer advocacy, without a fully embedded onsite resource.

Responsibilities

• Serve as the primary technical point of contact for assigned enterprise customers
• Build trusted relationships with technical teams, operations leaders, and stakeholders
• Develop a deep understanding of customer environments, business objectives, and constraints
• Advocate for customer needs across Product, Engineering, Support, and Sales
• Translate customer requirements into clear technical guidance and actionable outcomes
• Conduct regular technical health checks, system reviews, and deployment assessments
• Identify risks, misconfigurations, and adoption gaps before they become incidents
• Provide best-practice recommendations for configuration, scaling, and operational use
• Align customer environments with product roadmap and long-term strategy
• Act as an escalation point for complex or high-impact technical issues
• Perform advanced troubleshooting across hardware, software, networking, and integrations
• Coordinate resolution efforts across Support, Engineering, Operations, and third-party vendors
• Communicate issue status, root cause, and remediation plans clearly to stakeholders
• Participate in incident response, post-incident reviews, and root-cause analysis
• Travel onsite to support: Hardware diagnostics and replacement, Network and infrastructure troubleshooting, Deployment recovery and critical operational failures
• Lead technical execution during onsite engagements
• Coordinate efforts between internal teams and customer stakeholders
• Document and operationalize lessons learned from onsite incidents
• Manage multiple customer engagements with defined fractional allocations
• Balance proactive work, reactive support, and internal initiatives across accounts
• Track time, outcomes, and engagement health across assigned accounts
• Document common issues, solutions, and workflows in playbooks and knowledge bases
• Contribute to process improvements that enhance scalability and consistency
• Support internal initiatives such as tooling improvements, training, and onboarding
• Provide structured feedback to Product and Engineering based on customer usage

Requirements

• 3–7+ years of experience in: Technical Account Management, Customer Success Engineering, Solutions Engineering or Professional Services, Enterprise technical support (hardware + software platforms)
• Experience supporting enterprise or public-sector customers in complex environments
• Strong troubleshooting skills across networking, hardware deployments, and SaaS platforms
• Ability to quickly learn and support multi-product technology stacks
• Comfortable working with IT, operations, and security teams

Qualifications

• Excellent written and verbal communication
• Ability to explain complex technical concepts to diverse audiences
• Strong customer presence in high-pressure situations
• Ability to operate independently while keeping stakeholders informed

Skills

• Experience supporting retail or large distributed enterprise customers
• Familiarity with mobile device management (MDM), network monitoring, and packet analysis tools
• Experience with evidence.com or digital evidence management systems
• Certifications such as CCNA, Network+, Security+

Benefits

• Competitive salary and 401(k) with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, and Vision plans
• Fitness programs
• Emotional and mental wellness support
• Learning and development programs
• Employee Resource Groups (ERGs)
• Office snacks

Pay

Base Pay Range: $125,625 USD - $201,000 USD

Schedule

Full-time, remote position with up to 50% travel, including short-notice and overnight trips