Technical Account Manager

Seon Technologies - Austin, TX

Full-time - Mid Level

Remote - Austin, TX

251-500 employees

About the position

The Technical Account Manager at SEON is responsible for providing exceptional customer service and support in the fraud prevention space. This role involves building strong relationships with customers, offering expert-level fraud analysis, and ensuring a positive customer experience through effective communication and problem-solving. The position requires a proactive approach to troubleshooting and supporting customers, as well as collaborating with internal teams to resolve issues and enhance the overall service delivery.

Responsibilities

• Provide an exceptional level of service, build relationships, and champion customer experience at every opportunity
• Continually monitor a range of comms channels that serve our customers
• Provide technical, functional, and expert-level fraud analysis support to customers and in-house technical teams
• Document issues, update ITSM software, and maintain knowledge base
• Own issues through to resolution, acting as the primary customer interface
• Uphold informative, timely communication as part of customer service excellence, ensuring adherence to SLAs
• Troubleshoot issues, configuration problems, and identify solutions or escalate to internal teams
• Analyze fraud cases, write fraud rules, and act as a trusted advisor on industry best practices
• Escalate and liaise with internal, 3rd party, and client-side technical development teams
• Support new customer onboarding and assist with configuration processes
• Host training for new joiners and assist in internal projects
• Analyze and report product malfunctions

Requirements

• Exceptional communication and interpersonal skills, with a high level of verbal and written language skills
• Strong aptitude for learning new technology and concepts
• Experience in supporting cloud, web browser-based software, with an understanding of APIs
• Strong troubleshooting skills
• Experience using Slack, Skype, Gmail, Postman, JIRA, and helpdesk/service desk ticketing systems
• At least 3 years of experience in the field of Fraud/AML/Cybercrime as an analyst
• Analytic mindset
• SQL experience is an advantage

Nice-to-haves

• Experience in fraud prevention or related fields
• Familiarity with customer success metrics and KPIs

Benefits

• Hybrid remote work model
• Private health insurance
• Best-in-class tech gear
• Three extra ‘Wellness Days'
• Immediate impact on a smart, growing, multicultural team
• Access to continuous development tools & a strong coaching culture
• Employee stock ownership plan (ESOP)
• Flexible core hours
• Generous holiday allowance
• Complimentary weekly language courses
• Enhanced Maternity and Paternity Leave
• 401k up to 5% matched
• Monthly company breakfast and weekly lunch allowance
• 'Work from anywhere' 60-day remote work