Technical Account Manager - US

Your Mission

As our Founding Technical Account Manager (US), you are the first dedicated customer-facing technical hire for the US market - and the single clear technical owner for our first US customers across their entire lifecycle: implementation, technical setup, rollout support, ongoing troubleshooting, and continuous improvement.

Your Daily Business

• Own technical planning and setup end-to-end for new US customers and rollouts - from the first technical scoping call through go-live and steady-state usage
• Own inbound customer & technical support for the US market: every US support request has a clear owner - you triage, troubleshoot, resolve, or escalate within agreed response expectations
• Diagnose ambiguous issues hands-on across our app, backend, customer-side IT (networks, devices, MDM), and system integrations - and keep customers clearly informed along the way
• Build the US playbook from scratch: setup and support documentation, escalation paths, response standards, and recurring-issue tracking that future US hires will ramp on
• Be the technical voice of the US customer: categorize escalations and recurring blockers and feed them back into Product & Engineering
• Cookordination across time zones: work with our European Support, Solutions Engineering, and Product teams to build global standards while localizing playbooks to fit the US market
• Turn learnings into leverage: identify the most common technical blockers in the US market and translate them into better processes, documentation, and product feedback

Your Skillset

• Several years of experience in technical support, solutions engineering, technical account management, or implementation - ideally in B2B SaaS, health-tech, or another operationally complex environment
• Hands-on technical troubleshooting skills: you're comfortable working with logs, APIs, integrations, networking fundamentals, and device/MDM setups - and you can isolate a fault across systems that don't belong to you
• Founding-role autonomy: you thrive with high ownership and low structure - you build processes and documentation where none exist yet, without waiting to be asked
• Excellent communication across audiences: you can walk a non-technical facility administrator through a fix with patience and warmth, then hand engineering a precise, reproducible bug report
• Structured under pressure: you manage many customers and open cases without losing overview - and you use data and dashboards to spot patterns, track recurring issues, and prove things are improving

Nice to have (but not required)

• Experience in healthcare, senior care, or another regulated industry