[Hiring] Senior Technical Account Manager @Incode Technologies

Role Description

As a Senior Technical Account Manager at Incode, you own the end-to-end technical relationship for a portfolio of strategic accounts. You're not an escalation path; you're a proactive technical partner embedded in the customer's world, translating complex integration challenges into delivery plans, keeping production environments healthy, and making sure Incode's products work the way they were designed to.

The Incode TAM role spans more ground than most:

• Operate as a solutions engineer, escalation point, implementation consultant, technical project manager, and trusted advisor depending on the day.
• The people who thrive here are comfortable with that range. They're resourceful, autonomous, technically deep, and genuinely motivated by customer outcomes.

What You’ll Own & Drive

• Technical Relationship
  • Serve as the primary technical point of contact for one or more strategic accounts across financial services, telecom, healthcare, and enterprise verticals.
  • Build trusted relationships with customer engineering teams, architects, and platform owners. Be present and credible in technical conversations at every level.
  • Maintain deep familiarity with each account's integration architecture, production environment, and technical roadmap.
• Implementation & Integration
  • Lead and project manage technical onboarding for new use case and new product deployments.
  • Provide hands-on guidance on Web and Mobile SDK integration, REST/webhook architectures, and backend configuration patterns.
  • Review integration designs, identify risks, and recommend architectural adjustments before they become production problems.
• Production Health & Incident Response
  • Monitor account health, proactively identify degradation risks, and drive resolution before customers feel it.
  • Lead technical bridges during incidents: coordinate internal engineering, communicate clearly with customer stakeholders, and drive post-incident reviews.
  • Own change and release management for your accounts: coordinate upgrade windows, test plans, and rollback procedures.
• Customer Advocacy & Internal Coordination
  • Translate customer pain into actionable product feedback, synthesize patterns across accounts and bring them to Product and Engineering with clarity and data.
  • Pull the right internal resources (Product, Engineering, Support) behind the scenes so customers experience a unified Incode team.
  • Collaborate closely with your aligned Account Director on account strategy, health, and expansion opportunities.
• GenAI & Continuous Improvement
  • Actively build and share AI-assisted workflows that reduce repetitive work, accelerate customer onboarding, and improve documentation quality.
  • Contribute to the TAM team's shared knowledge base, playbooks, runbooks, and integration guides that make the whole team better.

Qualifications

• Proven Multi-Account Manager – You manage multiple complex accounts simultaneously without dropping threads.
• Clear Communicator – You can explain a technical problem to a CISO and an integration error to a backend engineer in the same conversation.
• Autonomous Operator – You don't wait to be told what to do — you're experienced operating in ambiguous environments with minimal guidance.
• Proactive Problem Solver – You have a track record of identifying and resolving issues before they escalate.

Requirements

• 3+ years in a technical customer-facing role: TAM, Solutions Engineer, Implementation Consultant, Customer Success Engineer, or equivalent.
• Strong working knowledge of REST APIs, webhooks, and async integration patterns; you can review an API design and spot problems.
• Hands-on experience with Web and/or Mobile SDK integration (iOS, Android, JavaScript/TypeScript).
• Proficiency with SQL for log analysis, troubleshooting, and operational reporting.
• Ability to build and interpret data analysis and reporting artifacts, usage trends, account health metrics, SLA tracking, and operational dashboards that inform both customer conversations and internal decisions.
• Comfort with cloud infrastructure fundamentals (AWS preferred); you don't need to be a DevOps engineer, but you need to understand deployment models.
• Scripting ability (Python, Bash, or equivalent); you automate your own repetitive work.
• Proven ability to manage multiple complex accounts simultaneously without dropping threads.
• Strong written and verbal communication; you can explain a technical problem to a CISO and an integration error to a backend engineer in the same conversation.
• Experience operating autonomously in ambiguous environments; you don't wait to be told what to do.
• Track record of proactively identifying and resolving issues before they escalate.

Benefits

• Flexible Working Hours & Workplace
• Open Vacation Policy

Company Description

Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust.

We’re in the process of rapidly scaling our diverse global team and we’re looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up!