Technical Account Advisor

Job description

The Technical Account Advisor is a senior customer-facing technical role responsible for ensuring customers realize maximum value from our products and services. Acting as a trusted technical partner, this person combines deep product knowledge, problem-solving skills, and strong stakeholder management to drive adoption, resolve escalations, influence product roadmap, and support renewal and expansion. Key Responsibilities Serve as the primary technical advisor for assigned strategic or high-risk customers; build trusted relationships with technical and business stakeholders. Lead onboarding and implementation activities, including architecture reviews, integrations, data migrations, and configuration best practices. Proactively monitor customer environments, advise on optimization and performance, and drive adoption of features and best practices. Triage and manage technical escalations in coordination with support, engineering, and product teams; ensure timely resolution and effective communication. Run periodic technical health checks, risk assessments, and roadmap planning sessions with customers. Translate customer needs and technical feedback into actionable requirements for product and engineering teams; advocate for customers through the product lifecycle. Deliver technical enablement (workshops, training, documentation) to customer teams to reduce enablement friction and increase self-sufficiency. Support renewal and expansion conversations by articulating technical value, ROI, and alignment to customer objectives. Maintain accurate account documentation, runbooks, deployment diagrams, and engagement trackers. Mentor less-experienced advisors and contribute to continuous improvement of advisory processes and templates. Required Qualifications 5+ years of customer-facing technical experience (Technical Account Management, Solutions Engineering, Customer Success Engineering, or similar). Strong experience with integrations, APIs, cloud platforms (AWS/Azure/GCP), networking fundamentals, and system architecture. Proven track record of managing escalations and delivering technical outcomes for enterprise customers. Solid troubleshooting and diagnostics skills — comfortable working with logs, metrics, SQL, and basic scripting (Python, Bash, or similar). Excellent written and verbal communication skills; able to present complex technical topics to technical and non-technical stakeholders. Strong stakeholder management, negotiation, and interpersonal skills. Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent experience. Preferred Qualifications Experience in SaaS operations, data/platform products, or logistics/transportation domain (if relevant). Certifications such as AWS/Azure/GCP, CCNA/CCNP, or relevant security/architecture credentials. Familiarity with observability/monitoring tools, incident management platforms, and CRM/ticketing systems (JIRA, ServiceNow, Gainsight). Experience with programmatic onboarding and building automation/runbooks. Our Values If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.