Senior Technical Account Manager

About the role

This role focuses on being the primary technical contact for Incode's most important customers. You will lead the technical aspects of customer engagements, from initial setup and integration to ongoing configuration and support. This involves ensuring successful product adoption by guiding customers through the implementation process and providing expert technical advice.

A key part of the job is maintaining strong relationships with customer stakeholders and acting as their internal advocate within Incode. You will assess how well implementations are performing, identify potential risks, and suggest ways to improve customer use of the product. This also includes troubleshooting difficult technical issues and coordinating with internal teams to find resolutions.

Success in this position means driving product adoption and identifying opportunities for account growth. You will conduct technical reviews, give presentations, and perform root cause analysis, communicating findings to both technical and business audiences. This requires close collaboration with sales, product, engineering, and customer success teams to ensure overall customer satisfaction.

The annual salary for this position is between $90,000 and $150,000.

Skills that matter here

• APIs: The role requires a strong understanding of APIs for integrating Incode's identity solutions with customer systems.
• System architectures: You will need to understand complex system architectures to advise customers on how to best integrate and utilize Incode's enterprise software.
• JSON: Experience with JSON is necessary for troubleshooting technical environments and working with data structures.
• SQL: Knowledge of SQL is required for analyzing data and troubleshooting in complex technical environments.
• Technical troubleshooting: A core responsibility is to troubleshoot complex technical issues and coordinate their resolution across teams.
• Identity verification: The role involves working with Incode's identity verification solutions, requiring knowledge of the domain to guide customers.

Who this role suits

• Someone with at least five years of experience in customer-facing technical roles supporting enterprise software.
• An individual who can navigate uncertainty, take initiative, and drive projects forward with limited oversight.
• A person with a strong bias for action, willing to proactively investigate problems and make informed decisions.
• Someone who can effectively communicate and present to both technical and executive audiences.

From the employer

What You’ll Own & Drive

• Serve as the primary technical point of contact for strategic customer accounts.
• Lead customer implementations, integrations, configurations, and technical onboarding activities.
• Build trusted relationships with customer stakeholders and provide ongoing technical guidance.
• Assess implementation health, identify risks, and recommend optimization strategies.
• Troubleshoot complex technical issues and coordinate cross-functional resolution efforts.
• Conduct service reviews, technical presentations, and Quarterly Business Reviews (QBRs).
• Perform root cause analysis and communicate findings to both technical and business audiences.
• Drive product adoption and identify opportunities for account growth and expansion.
• Partner closely with Sales, Product, Engineering, and Customer Success teams to ensure customer success.
• Advocate for customers internally and help shape solutions that meet their evolving business needs.

The Qualities That Set You Apart

• Bachelor's degree, preferably in a STEM discipline.
• 5+ years of experience in customer-facing technical roles supporting enterprise software solutions.
• Experience as a Technical Account Manager, Solutions Engineer, Solutions Architect, Technical Consultant, Engagement Manager, Technical Lead, or a similar customer-facing technical role.
• Strong understanding of enterprise software applications, integrations, APIs, and system architectures.
• Experience with SQL, REST APIs, JSON, and troubleshooting complex technical environments.
• Knowledge of information security concepts and highly regulated industries is strongly preferred.
• Demonstrated ability to navigate ambiguity, take ownership, and drive outcomes with minimal guidance.
• Strong bias for action with a willingness to proactively investigate problems, make informed decisions, and move initiatives forward in fast-paced environments.
• Strong communication and presentation skills, with the ability to engage both technical and executive stakeholders.
• Proven ability to manage multiple priorities while collaborating effectively across cross-functional teams.

Why Incode?

• Mission with Meaning – Shape how billions of people prove identity—safely, simply, and ethically.
• Rocket-Ship Growth – Join at an inflection point where your strategies will compound in value for years.
• Elite Team & Backing – Work with top engineers, designers, and investors who share your ambition to dominate a category.
• Ownership & Autonomy – Operate like a founder with the resources of a unicorn.
• Global Impact – Every program you launch will reverberate across industries and continents.

Benefits & Perks:

• Flexible Working Hours & Workplace
• Open Vacation Policy
• Equal Opportunities: Incode is an equal opportunity employer, committed to creating a diverse and inclusive work environment.