Technical Account Manager
As a Technical Account Manager, you will support a complex, integration-heavy portfolio of customers, partnering closely with Customer Success Managers and Leave Success to ensure a seamless customer experience. You will act as the bridge between customers and internal teams (Customer Success, Leave Success, Product, and Engineering), troubleshooting technical issues, supporting integrations, and improving system performance, data accuracy, and overall customer health.You are highly technical, detail-oriented, and solutions-driven. You thrive in ambiguity, enjoy working with systems and data, and are energized by solving complex problems while clearly communicating technical insights to both customers and internal teams.Day in the LifeManage a portfolio of technical and integration-heavy customers alongside Customer Success ManagersServe as the primary technical resource for customers using integrations (HRIS/payroll systems, file feeds, APIs, etc.)Troubleshoot and resolve integration, data flow, and system issuesReview logs and analyze structured data to understand system behavior and data movementPartner with Leave Success to ensure accurate and efficient leave data handling across systemsCollaborate with Support, Product, and Engineering to escalate bugs and define requirementsMonitor integration health and proactively identify risks, gaps, or inefficienciesSupport onboarding and implementation for technically complex customersTranslate technical issues into clear, actionable communication for customers and internal teamsDocument issues, resolutions, and best practices to build scalable playbooksIdentify trends across accounts and recommend system or process improvementsContribute to building a scalable model for supporting integrated customersMust Haves1-2 years experience in a Technical Account Manager, Implementation Specialist, SaaS Support Engineer, or similar technical customer-facing role1-2 years client-facing communication skillsMust be able to read code, analyze logs, and interpret structured data to troubleshoot system behaviorExperience working with integrations, HRIS/payroll systems, APIs, or data flowsExcellent problem-solving skills and attention to detailAbility to manage multiple accounts, priorities, and stakeholdersStrong ownership mindset with ability to drive issues from identification to resolutionComfort working in fast-paced, evolving, and ambiguous environmentsAbility to translate technical concepts into clear, simple languagePreferred SkillsetExperience with SaaS platforms in a technical support or implementation capacityBasic understanding of SQLFamiliarity with JSON and APIsExperience supporting HRIS or payroll system integrations (Rippling experience is a plus)Background in Customer Success with technical product or systems experienceExperience working cross-functionally with Product and Engineering teamsExperience identifying trends and contributing to process or system improvementsCore CompetenciesTechnical Problem SolvingDiagnoses integration and data issues using logs, system behavior, and structured dataBreaks down complex technical problems into clear, actionable stepsIdentifies root causes rather than just symptomsCustomer Communication & Relationship ManagementCommunicates technical concepts in a clear, simple, and customer-friendly wayBuilds trust with customers through clarity, responsiveness, and ownershipMaintains professionalism in high-pressure or complex situationsCross-Functional CollaborationPartners effectively with Customer Success, Leave Success, Product, and EngineeringEscalates issues appropriately and helps drive resolution across teamsInfluences without authority to ensure customer needs are metOwnership & AccountabilityTakes full ownership of issues from identification through resolutionFollows through consistently on commitmentsManages multiple priorities with strong accountabilitySystems Thinking & Data FluencyUnderstands how systems connect and how data flows between themUses logs, structured data, and system insights to guide decisionsSpots patterns and opportunities to improve system performanceAdaptability & CuriosityThrives in ambiguous, fast-changing environmentsContinuously learns technical systems, products, and processesActively seeks opportunities to improve tools, workflows, and outcomesDue to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS - EU CountriesCaliforniaDistrict of ColumbiaIllinoisMontanaRhode Island*In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.