[Remote] Technical Account Manager

Note: The job is a remote job and is open to candidates in USA. Prismatic provides an integration platform for B2B software companies. The Technical Account Manager owns the ongoing technical success of assigned customers, guiding implementations, adoption, reliability, and escalations while coordinating customer teams and Prismatic specialists.

Responsibilities

• Understand each customer's software business: who they serve, how their product creates value, and what is driving their roadmap. Connect that context to their integration priorities, architecture, and technical stakeholders so your recommendations support their product and business goals
• Lead regular technical conversations with customer builders and the people directing their work. Come prepared with relevant recommendations, questions, and next steps based on their priorities and how they use Prismatic
• Turn customer goals into scoped technical objectives with success criteria, owners, milestones, and dates. Align customer builders and Prismatic specialists on the work needed for implementation, production launches, feature adoption, and migrations. Surface dependencies and stalls early and follow through on actual use and results
• Identify where customer teams need guidance, provide practical advice, and organize focused working sessions with the right technical experts. Follow through until customers can apply that guidance and build and operate effectively
• Use adoption data, integration performance, support history, and customer feedback to identify risks and opportunities. Recommend improvements to reliability, usage, and cost, and follow through to confirm the results
• Establish the problem, customer impact, and recovery plan; coordinate Support, architecture specialists, Product, and Engineering; and follow through until recovery is verified. Keep the customer and Account Manager informed of progress, risks, and next steps
• Triage critical customer incidents, coordinate with Engineering, and own customer communication
• Identify relevant capabilities and use cases and connect them to the customer's priorities. Bring in Solution Engineering for demos and technical selling, supply the account context they need, and carry resulting technical commitments into the customer's plan
• Maintain clear architecture notes and action plans, prepare specialists with the context they need, and bring customer evidence to Product and Engineering to improve the platform

Skills

• This role requires strong technical judgment
• You should be comfortable discussing integration architecture, understanding API and execution behavior, and investigating enough detail to frame a problem and evaluate a recommendation
• Have 3+ years in a customer-facing technical role in B2B SaaS, such as technical account management, implementation engineering, solutions engineering, professional services, or technical support with ongoing account responsibility
• Understand how software businesses grow and how product teams prioritize roadmaps, balance customer needs with engineering capacity, and make build-versus-buy decisions
• Can explain how integrations support a customer's product strategy, customer adoption, and growth
• Have a strong technical foundation in production integrations, including REST APIs, OAuth, webhooks, asynchronous processing, error handling, and rate limits
• Can use technical documentation, logs, and code examples to understand behavior and investigate an issue
• Can connect a customer's product goals to technical requirements, discuss architecture tradeoffs, and work with specialists to evaluate proposed solutions
• Build credibility with engineers and product leaders, ask useful questions, and recommend a path forward when requirements are incomplete or priorities change
• Have independently managed ongoing technical relationships across multiple customers, prioritized competing needs, and driven work across teams to measurable results
• Take initiative to identify adoption gaps, operational risks, and useful next steps, and can explain why they deserve attention
• Communicate clearly in writing and conversation, adapt to your audience, and give teammates enough context to act
• Use AI effectively in your day-to-day work to research accounts, synthesize customer context, investigate technical questions, and improve follow-through
• Can show where it improves your work, verify its outputs, and share useful approaches with teammates
• Can lead technical work across teams: frame the problem clearly, engage the right specialist, and stay accountable for follow-through and results
• Reside in the United States
• Experience with embedded integration platforms, developer tools, or products used by other software companies to serve their own customers
• Software development experience, particularly TypeScript/JavaScript, or experience with GraphQL, CI/CD, multi-tenant systems, integration observability, and cost optimization
• Experience helping customers adopt AI agent tooling, MCP, or new integration capabilities

Benefits

• Equity
• Remote work across the US; travel together 2x times a year for company kick-offs and mid-year meetings
• Unlimited and flexible paid time off (PTO)
• High-quality medical (Cigna Medical), dental (Guardian Dental) and vision (Guardian VSP) care for full-time employees and their dependents
• Company-paid life insurance, short-term disability insurance, and long-term disability insurance through Guardian
• 401(k) plan through Empower with 4% company match - 100% of the first 3% and 50% of the next 2%
• Company-provided equipment needed for the role, plus $1k new hire setup stipend

Company Overview