Senior Technical Account Manager

About the role

This role focuses on being the main technical contact for Incode's key customers. You will lead the technical aspects of customer engagements, including setting up new systems, integrating them with existing infrastructure, configuring products, and getting customers started. This involves building strong relationships with customer teams and providing continuous technical guidance.

A core part of the work involves evaluating how well implementations are performing, identifying potential issues, and suggesting ways to improve them. You will also be responsible for resolving difficult technical problems, coordinating with internal teams to find solutions, and communicating these findings clearly to both technical and business audiences. The goal is to ensure customers are using the product effectively and to find opportunities for account growth.

Success in this position means driving product adoption and ensuring customer satisfaction by acting as an internal advocate for customer needs. You will work closely with sales, product, engineering, and customer success teams to align efforts and help shape future solutions based on customer feedback and evolving business requirements. This requires navigating complex situations and taking initiative to achieve positive outcomes.

The salary for this position ranges from $90,000 to $150,000 annually.

Skills that matter here

• APIs: The role requires understanding how to integrate enterprise software solutions using APIs.
• System architectures: You will need to understand how different systems are structured to support customer integrations.
• JSON: Experience with JSON is necessary for troubleshooting complex technical environments and data exchange.
• SQL: This skill is used for troubleshooting and managing data within customer systems.
• REST APIs: You will work with REST APIs to facilitate integrations and resolve technical issues.
• Technical troubleshooting: A primary responsibility is to diagnose and resolve complex technical problems for customers.

Who this role suits

• Someone with at least five years in customer-facing technical roles, such as a Technical Account Manager or Solutions Engineer.
• An individual who can independently navigate ambiguous situations, take ownership, and drive projects forward.
• A person with strong communication and presentation abilities, capable of engaging both technical and executive stakeholders.
• Someone who can manage multiple priorities effectively while collaborating across different teams.

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.