Technical Account Manager

BioCatch•New York, NY

15h•Remote

About The Position

We are seeking a highly skilled Technical Account Manager (TAM) to join our North America team. In this pivotal role, you will be the primary technical partner for our top-tier enterprise customers, ensuring they maximize the value of our behavioral biometrics fraud prevention platform. As a trusted advisor, you will own the technical health of your assigned accounts, serve as the escalation point for complex issues, and bridge the gap between customer requirements and our internal product, engineering, and support teams. You will play a vital role in our customers' post-deployment journey, fostering long-term success through technical expertise, proactive optimization, and strategic partnership.

Requirements

3+ years in a technical, customer-facing role (e.g., TAM, Technical Support Lead, or Solutions Engineer).
Deep understanding of enterprise SaaS, distributed systems, and API architectures.
Proficiency in scripting (JavaScript or Python) for troubleshooting and automation.
Strong analytical skills: ability to parse logs, identify system patterns, and troubleshoot complex technical flows.
Familiarity with data platforms (e.g., SQL, Elastic, Snowflake, Tableau, or PowerBI).
Knowledge of authentication protocols (Certs, IP whitelisting, Session management).
Exceptional ability to synthesize complex technical concepts for both executive stakeholders and technical peers.
A proactive, "can-do" mindset with the drive to resolve issues independently.
Ability to influence stakeholders without direct authority.
A structured, process-oriented thinker who is also a self-directed learner (autodidact).
High emotional intelligence, capable of balancing deep technical depth with a customer-first approach.
A team player who thrives in both independent assignments and cross-functional project environments.

Nice To Haves

Experience with mobile environments (SDK integration, debugging, app behavior).
Experience in the financial services, banking, or fraud prevention sectors.
Hands-on experience with AI tools or advanced automation frameworks.

Responsibilities

Serve as the primary technical point of contact, building deep, trust-based relationships with customer IT, security, and operational teams.
Act as a technical advisor, guiding customers on platform performance, architecture, and operational best practices.
Advocate for customer needs internally, orchestrating cross-functional efforts with Product, Engineering, and Solutions teams to drive product roadmap and service enhancements.
Own the end-to-end resolution of complex technical escalations and high-impact incidents.
Act as the "single-threaded" coordinator during outages or critical issues, ensuring clear, consistent, and timely communication with stakeholders.
Drive robust root-cause analysis (RCA) and implement preventative measures to ensure platform stability.
Conduct regular technical and operational business reviews to demonstrate platform value and identify optimization opportunities.
Proactively monitor environment health, identify potential risks, and execute mitigation strategies.
Ensure rigorous adherence to SLAs and operational standards, helping customers maximize the effectiveness of their fraud detection workflows.
Provide technical leadership for platform upgrades, integration changes, and new feature rollouts.
Manage the full lifecycle of technical implementations, from discovery and consultancy through to testing and go-live.
Educate customer teams on platform capabilities and best practices to drive adoption and long-term ROI.
Contribute to internal knowledge bases and documentation to scale support and self-service capabilities.
Leverage data-driven insights and AI-driven automation to enhance customer outcomes and internal operational efficiency.