Senior Technical Account Manager

Incode Technologies

About The Position

As a Senior Technical Account Manager at Incode, you own the end-to-end technical relationship for a portfolio of strategic accounts. You act as a proactive technical partner embedded in customers’ environments, translating integration challenges into delivery plans, maintaining healthy production environments, and helping ensure Incode products work as designed. The role may involve solutions engineering, escalation management, implementation consulting, technical project management, and trusted advising. You will serve as the primary technical contact for strategic accounts across financial services, telecom, healthcare, and enterprise sectors. You will lead technical onboarding and deployments, advise on Web and Mobile SDK integrations and REST/webhook architectures, monitor production health, coordinate incident response and release management, and relay customer feedback to Product and Engineering. You will also contribute to shared team knowledge and build AI-assisted workflows that improve onboarding, documentation, and repetitive work.

Requirements

At least 3 years of experience in a technical customer-facing role such as TAM, Solutions Engineer, Implementation Consultant, Customer Success Engineer, or equivalent.
Strong working knowledge of REST APIs, webhooks, and asynchronous integration patterns, including the ability to review API designs and identify problems.
Hands-on experience with Web and/or Mobile SDK integration, such as iOS, Android, or JavaScript/TypeScript.
Proficiency with SQL for log analysis, troubleshooting, and operational reporting.
Ability to build and interpret data analysis and reporting artifacts, including usage trends, account health metrics, SLA tracking, and operational dashboards.
Understanding of cloud infrastructure fundamentals; AWS is preferred.
Scripting ability in Python, Bash, or an equivalent language to automate repetitive work.
Ability to manage multiple complex accounts simultaneously.
Strong written and verbal communication skills, including the ability to explain technical issues to both executive security stakeholders and backend engineers.
Experience operating autonomously in ambiguous environments.
A track record of proactively identifying and resolving issues before they escalate.

Nice To Haves

Experience with identity verification, fraud prevention, or biometric authentication.
Familiarity with enterprise compliance frameworks such as SOC 2, PCI, and GDPR/CCPA.
Prior experience at a high-growth SaaS or fintech company.

Responsibilities

Serve as the primary technical point of contact for one or more strategic accounts.
Build trusted relationships with customer engineering teams, architects, and platform owners, and participate credibly in technical discussions at every level.
Maintain familiarity with each account’s integration architecture, production environment, and technical roadmap.
Lead and project-manage technical onboarding for new use cases and product deployments.
Provide hands-on guidance on Web and Mobile SDK integrations, REST/webhook architectures, and backend configuration patterns.
Review integration designs, identify risks, and recommend architectural adjustments before they cause production problems.
Monitor account health, identify degradation risks proactively, and drive resolutions.
Lead technical incident bridges, coordinate internal engineering, communicate with customer stakeholders, and drive post-incident reviews.
Own account change and release management, including upgrade windows, test plans, and rollback procedures.
Translate customer issues into actionable product feedback and bring account patterns to Product and Engineering with clarity and data.
Coordinate Product, Engineering, and Support resources to provide customers with a unified team experience.
Collaborate with the aligned Account Director on account strategy, health, and expansion opportunities.
Build and share AI-assisted workflows to reduce repetitive work, accelerate onboarding, and improve documentation.
Contribute to the TAM team’s knowledge base, playbooks, runbooks, and integration guides.