Support Technical Account Manager - Remote

$95,000 - $120,000/Yr

Paynearme - Santa Clara, CA

Full-time - Mid Level

Remote - Santa Clara, CA

101-250 employees

Credit Intermediation and Related Activities

About the position

The Support Technical Account Manager at PayNearMe is responsible for providing technical consulting and support to enhance customer experience. This role involves managing support queues, driving incident management, and collaborating with various internal and external stakeholders to resolve technical issues. The position requires a consultative approach to understand client needs and deliver data-driven solutions, ensuring alignment with client objectives and satisfaction.

Responsibilities

• Provide technical consulting and support as a trusted advisor to improve customer experience.
• Drive support queue management, including handoffs, escalation, incident management, and root cause analysis.
• Utilize Zendesk as the primary support channel, along with email, phone, chat, and virtual meetings.
• Apply a consultative approach to understand client needs and provide data-driven solutions.
• Collaborate with internal stakeholders and external partners to resolve technical and business issues proactively.
• Participate in periodic on-call duties and handle rare after-hours escalations for assigned clients.
• Leverage AI and data reporting tools to streamline problem-solving and enhance customer insights.
• Act as the primary technical support contact for top clients, providing guidance on new product adoption and best practices.
• Manage escalations, configuration changes, product improvements, and support plans to align with client objectives.
• Conduct data analysis to support decision-making and monitor SLA adherence.

Requirements

• Technical Support Engineer or Senior Analyst level experience with a focus on consultative service.
• Demonstrated technical aptitude with software platforms, web/mobile applications, and data/API interfaces.
• Strong analytical problem-solving skills with attention to detail.
• Exceptional verbal, written, and presentation skills emphasizing consultative communication.
• Ability to advocate for clients while providing expert guidance on product usage and incident prevention.
• Experience in technical consulting, professional services, or sales engineer roles with emphasis on solution design.
• Incident and escalation management experience, especially with engineering and product teams.
• Familiarity with SaaS business systems and Independent Software Vendors (ISV).
• Practical knowledge of AI and data analytics tools in technical support environments.
• Foundational knowledge of financial systems and banking processes.

Nice-to-haves

• Experience with Zendesk for automation and reporting.
• Basic understanding of integrations via API parameters in XML, JSON, or SFTP batch systems.
• Knowledge of compliance concepts and policies such as BSA, AML, OFAC, and UDAAP.

Benefits

• Dental insurance
• Disability insurance
• Health insurance
• Internet reimbursement
• Paid jury duty
• Paid parental leave
• Paid sick time
• Stock options with standard startup vesting
• $50 monthly communication expense stipend
• $250 stipend to enhance WFH setup
• Reimbursement for peripheral equipment
• Premium medical benefits including vision and dental
• Company-sponsored life and disability insurance
• Flexible Time Off
• Volunteer Time Off
• Quarterly in-person team meet-ups