Technical Account Manager

Pylon•San Francisco, CA

About The Position

About Pylon America’s $13T mortgage market is one of the most important financial systems in the world. It underwrites the middle class and is the mechanism through which millions of families build wealth. But while every other financial instrument has been simplified to an API call, mortgages are still assembled by hand. We started from zero and created the first vertically integrated mortgage platform that turns origination into a single API. Publicly traded companies and the country’s largest originators are already building on Pylon. Revenue is compounding monthly. We’re backed by Peter Thiel, Conversion Capital, QED, Citi, Fifth Wall, and the founders of Ramp, Blend, and Mercury. Working at Pylon isn’t for those seeking comfort. The people who thrive here have high agency, strong opinions, and a track record of delivering outcomes without direction. Many of us are former founders. We move quickly, challenge each other directly, and take full ownership of results. It’s hard work, but it will be worth it. Join us in building America’s mortgage rails. About the role As Pylon’s first Technical Account Manager, you will own client integrations end-to-end, from onboarding to production stability, and take ownership of and scale how we onboard, support, and manage integrations. You will work directly with product & engineering, debug issues in real time, and ensure customers can reliably build on our APIs. This is not a traditional support role. You are expected to diagnose problems independently, drive resolution, and expand how clients build on top of Pylon. Your technical depth and proactive engagement will be central to maintaining the health of client integrations and unlocking new value as we scale.

Requirements

4+ years in a Technical Account Manager, Solutions Engineer, or customer-facing technical role at a software or financial technology company
Strong debugging instincts. Comfortable investigating issues across logs, traces, and API responses, and experienced with observability tools such as Sentry, Honeycomb, or Datadog
Hands-on experience with APIs. Able to read and write API requests, debug JSON responses, and triage integration issues independently; familiarity with GraphQL preferred
Demonstrated track record managing enterprise or publicly traded clients with complex technical requirements and multi-stakeholder structures
Knowledge of enterprise software architecture, cloud infrastructure, and real-time data processing
Comfortable presenting technical content to both developer teams and C-level decision-makers
Strong project management skills with the ability to manage multiple concurrent client implementations
Analytical and organized, with a track record of clarifying complex technical requirements and translating them into actionable solutions
Exceptional written and verbal communication skills

Nice To Haves

Experience in financial services, fintech, lending, payments, or mortgage
Background at an API-first or developer-platform company

Responsibilities

Guide clients through API integration, providing troubleshooting support and best practices across the full Pylon API suite
Diagnose and resolve complex integration issues using observability and monitoring tools, working across logs, traces, and metrics to identify root cause quickly
Create detailed documentation and tools to help clients successfully integrate and scale with Pylon's infrastructure
Take ownership of and scale how Pylon supports and manages client integrations
Lead all technical initiatives for assigned accounts while collaborating with sales teams to drive account expansion and engagement
Maintain strong relationships across a portfolio of enterprise and publicly traded clients, providing tiered technical support as needed
Identify key decision-makers and establish operational touchpoints in partnership with Account Managers
Deliver performance reviews, integration metrics, and service updates to both internal and external stakeholders
Gather and clearly communicate customer requirements to Pylon's Product and Engineering teams
Keep clients informed about product roadmaps and updates, ensuring their integration strategies stay aligned with platform evolution
Develop strategic solutions to meet client requirements and incorporate them into the product development process
Work closely with engineers to escalate and resolve incidents when necessary