[Remote] Senior TAM / Technical Account Manager
Note: The job is a remote job and is open to candidates in USA. Astra is a company focused on providing seamless integrations for its customers, and they are seeking a Senior Technical Account Manager to ensure the technical success of their customers. In this role, you will manage customer inquiries, resolve integration issues, and collaborate with internal teams to provide strategic guidance and support.
Responsibilities
- Manage and provide technical guidance to clients through their lifetime as Astra partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner
- Partner closely with the Integrations team to support onboarding of new customers, helping them configure and validate integrations
- Contribute to Astra’s knowledge base by writing and improving technical documentation, FAQs, and guides to streamline customer self-service
- Collaborate with the Integrations and Engineering teams on new product solutions, providing feedback from customer interactions and assisting with testing and validation
- Investigate issues and other technical environments, identifying root causes and escalating complex problems when necessary
- Act as a bridge between customers and the integration and engineering teams, translating technical details into clear, actionable communication
- Identify areas to improve operational efficiencies and onboard our customers more quickly and effectively
Skills
- 5+ years of experience as a TAM, Solutions Engineer, or other customer-facing technical role where you owned key developer relationships
- Familiarity with cloud platforms (preferably Google Cloud Platform) and comfort navigating logs, APIs, and technical tools
- Strong project management skills, capable of influencing internal and external partners to stay on schedule
- Strong troubleshooting skills and the ability to navigate technical issues, provide prompt solutions, investigate and resolve integration or data flow issues
- Excellent written and verbal communication skills — able to translate complex technical concepts into clear, customer-friendly explanations
- Experience with support systems like Zendesk, Pylon (or similar ticketing platforms)
- A collaborative mindset with the ability to work cross-functionally with Engineering, Product, and Customer Success teams
- A proactive, detail-oriented approach and willingness to document solutions and processes for future use
- Proactive mindset - you seek out ways to improve systems and enable others
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related field — or equivalent practical experience
- Monitoring: Experience with observability and alerting systems
- Proficiency with cloud platforms, ideally Google Cloud Platform (GCP)
- Understanding of APIs, data integrations, and common troubleshooting workflows
- Experience with ticketing systems (Zendesk, Jira, or similar)
- Comfort working with logs, SQL queries, and basic debugging tools
- Strong documentation skills for both internal and customer-facing materials
- Cloud Infrastructure: GCP (App Engine, Firestore, Cloud Functions, IAM, Pub/Sub, BigQuery)
- Infrastructure as Code: Terraform, CloudFormation, or similar
- CI/CD: GitHub Actions, CircleCI, or similar platforms
- Programming: Python, Go, Bash for automation and tooling
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