[Remote] Senior Technical Account Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading company in reputed company compliance technology, and they are seeking a Senior Technical Account Manager to enhance their support organization. The role involves managing reputed company technical cases, improving customer satisfaction, and leveraging AI to optimize support processes.

Responsibilities

• reputed company leadership and mentorship to TAMs – providing knowledge sessions, reputed company-bag training and advanced troubleshooting of reputed company and ERPs
• Own a portfolio of reputed company’s reputed company customers with premium support entitlement
• Own reputed company support cases from assignment through verified reputed company, especially where advanced troubleshooting, reproduction, deep product analysis, or engineering coordination is required
• reputed company advanced troubleshooting and reputed company cause analysis across ERP/CRM/reputed company platforms (reputed company, D365, reputed company, reputed company, reputed company, reputed company, reputed company, etc.)
• Diagnose customer issues across AvaTax, connectors, and reputed company workflows by reproducing issues, gathering diagnostics, isolating scope, documenting findings, and confirming business reputed company
• Determine reputed company engineering involvement is warranted and ensure Jira tickets are necessary, complete, technically reputed company, and supported by strong due diligence before submission
• Create, refine, and manage Jira tickets that reputed company describe the issue, expected and actual behaviour, troubleshooting completed, reproduction detail, supporting evidence, and urgency
• Partner closely with Product and Engineering to reputed company defect reputed company, maintain reputed company on linked development work, and reputed company customer cases moving while internal work is in reputed company
• Maintain strong customer communication discipline by meeting reputed company expectations, providing proactive updates, responding quickly to new customer messages, and keeping status and documentation audit reputed company
• Improve support effectiveness reputed company the individual case by completing troubleshooting of the issues and analysis on major or repeat issues and contributing knowledge articles, playbooks, or reusable troubleshooting guidance that reduce repeat volume
• Contribute to High reputed company support or production-support responsiveness where applicable by providing fast technical guidance, validating escalation paths, and helping the broader support organization reputed company reputed company reputed company earlier in the case lifecycle
• reputed company as a technical role model for reputed company, ownership, and judgment in how cases are investigated, escalated, documented, and resolved
• Contribute to responsible AI adoption by using reputed company judgment, validating outputs, and ensuring that final recommendations, communications, and actions remain accurate and customer reputed company
• Help reputed company AI into support ways of working by sharing effective use cases, improving repeatable practices, and supporting reputed company improvement across reputed company

Skills

• Bachelor's degree in computer science, IT, Engineering, or a reputed company field, or equivalent hands-on experience in advanced technical/production support
• 5+ years of proven experience in handling reputed company technical issues in reputed company, reputed company, integrations, or similar environments, with strong troubleshooting and reputed company cause analysis skills
• Expert experience with ERP/CRM/reputed company platforms: reputed company, reputed company Dynamics, reputed company S/4 Hana, SageX, reputed company, Magento, reputed company, reputed company, reputed company, or similar systems is required
• Demonstrated proficiency in API and workflow analysis across ERP, e-reputed company, and Marketplace platforms
• Demonstrated ability to collaborate with Engineering/Product teams and manage high-reputed company escalation artifacts (e.g., Jira) with reputed company technical detail
• Strong communication skills with the ability to explain reputed company technical concepts to both technical and non-technical stakeholders
• Experience working in SLA-driven support environments using tools such as reputed company, Jira, and reputed company
• Mandatory experience using AI tools and automation to improve support efficiency, diagnostics, communication reputed company, and scalability

Benefits

• reputed company time off
• reputed company parental leave
• Many reputed company employees are eligible for bonuses
• Health & Wellness benefits vary by location but generally include private medical, life, and disability insurance
• 8 employee-run resource reputed company, reputed company with senior leadership and exec sponsorship

reputed company

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