Technical Account Manager

Summary

Join our dynamic, fully remote technology company as a Technical Account Manager L1! As the first point of contact for customer technical issues, you will provide exceptional support, ensure smooth onboarding, and guide clients on our proxy and scraping solutions. This role requires a versatile, quick learner with SaaS startup experience and ideally, familiarity with scraping and IP technologies. You will act as the primary technical contact, resolving issues, creating training materials, and collaborating with other teams. The ideal candidate possesses 3+ years of technical support experience, strong troubleshooting and communication skills, and familiarity with relevant technologies and tools.

Requirements

• Minimum 3+ years of experience in a technical support or similar role. Preferably in a startup environment
• Technical Knowledge: Familiarity with scraping, IP technologies, proxies, and basic networking concepts
• Skills: Strong troubleshooting, problem-solving, and communication skills
• English Level - C1 Fluency required

Responsibilities

• Act as the primary technical contact for clients, handling queries via email, chat, and tickets
• Address and resolve technical issues involving proxies and scraping, escalating complex cases to specialized teams for swift resolution
• Guide clients through onboarding while creating and delivering training materials to enhance their understanding and use of our products
• Collaborate with the sales and product teams to identify upsell opportunities based on customer feedback
• Support clients with proxy integration and related technologies like IP rotation and scraping workflows
• Contribute to improving internal support processes and tools to enhance the overall customer experience
• Maintain detailed records of support cases and solutions in the company knowledge base

Preferred Qualifications

• Experience with ticketing, task management, and billing systems (Freshdesk, Rebilly, WHMCS, Paddle, Asana) is a plus, as is knowledge of scripting or basic programming
• Soft Skills: Adaptable, Quick learner, customer-focused, and able to explain complex technical concepts to non-technical clients. Prior remote work experience is a plus

Benefits

• Long-term and full-time remote contractor position
• Collaboration with a company with nine years of consistent growth and financial stability
• Highly talented and experienced global team from all around the world
• Benefit package