[Remote] Technical Account Manager

Note: The job is a remote job and is open to candidates in USA. BioCatch is the leader in Behavioral Biometrics, utilizing machine learning to enhance online security. The Technical Account Manager will serve as a primary technical partner for enterprise customers, ensuring they maximize the value of BioCatch's fraud prevention platform through strategic account management and technical support.

Responsibilities

• Serve as the primary technical point of contact, building deep, trust-based relationships with customer IT, security, and operational teams
• Act as a technical advisor, guiding customers on platform performance, architecture, and operational best practices
• Advocate for customer needs internally, orchestrating cross-functional efforts with Product, Engineering, and Solutions teams to drive product roadmap and service enhancements
• Own the end-to-end resolution of complex technical escalations and high-impact incidents
• Act as the "single-threaded" coordinator during outages or critical issues, ensuring clear, consistent, and timely communication with stakeholders
• Drive robust root-cause analysis (RCA) and implement preventative measures to ensure platform stability
• Conduct regular technical and operational business reviews to demonstrate platform value and identify optimization opportunities
• Proactively monitor environment health, identify potential risks, and execute mitigation strategies
• Ensure rigorous adherence to SLAs and operational standards, helping customers maximize the effectiveness of their fraud detection workflows
• Provide technical leadership for platform upgrades, integration changes, and new feature rollouts
• Manage the full lifecycle of technical implementations, from discovery and consultancy through to testing and go-live
• Educate customer teams on platform capabilities and best practices to drive adoption and long-term ROI
• Contribute to internal knowledge bases and documentation to scale support and self-service capabilities
• Leverage data-driven insights and AI-driven automation to enhance customer outcomes and internal operational efficiency

Skills

• 3+ years in a technical, customer-facing role (e.g., TAM, Technical Support Lead, or Solutions Engineer)
• Deep understanding of enterprise SaaS, distributed systems, and API architectures
• Proficiency in scripting (JavaScript or Python) for troubleshooting and automation
• Strong analytical skills: ability to parse logs, identify system patterns, and troubleshoot complex technical flows
• Familiarity with data platforms (e.g., SQL, Elastic, Snowflake, Tableau, or PowerBI)
• Knowledge of authentication protocols (Certs, IP whitelisting, Session management)
• Exceptional ability to synthesize complex technical concepts for both executive stakeholders and technical peers
• Experience with mobile environments (SDK integration, debugging, app behavior)
• Experience in the financial services, banking, or fraud prevention sectors
• Hands-on experience with AI tools or advanced automation frameworks

Benefits

• Sick, Maternity/ Paternity, and other paid leaves
• 401(k) plan with up to 4% company match
• Healthcare programs tailored to your needs
• Life insurance
• Wellness programs, EAP, and personalized health advocacy
• Fully remote and shared space work options across the US
• Monthly reimbursements for home internet and cell phone

Company Overview