Technical Account Manager

Overview

Technical Account Manager role at Reo.Dev, a revenue stack for developer-focused companies, supporting customer integrations, data operations and technical issue resolution.

What you'll do

• Support onboarding and configuration of customer integrations across APIs, CRMs, and data sources.
• Investigate and resolve integration and data issues using SQL, JSON, and API-based debugging.
• Collaborate with Customer Success Managers to provide technical clarity and ensure issue resolution within SLA.
• Write help documents covering custom setups, configuration nuances, and recurring issues for knowledge sharing.
• Execute SQL-based data validation, perform sync health checks, and verify mapping accuracy across systems.
• Proactively monitor data pipelines and customer usage metrics to identify anomalies or trends.
• Partner with Engineering and Product teams to reproduce and triage technical issues with detailed findings.
• Maintain internal records of tenant configurations, data mapping logic, and integration health status.
• Ensure response and resolution times are met for all customer issues as per defined SLAs.
• Track and report average TAT (Turnaround Time) and Resolution Time for technical cases.
• Identify recurring issues that impact SLA adherence and collaborate on automation or process improvements.
• Maintain a consistent focus on operational excellence and measurable customer satisfaction outcomes.
• Use SQL and product data to prepare reports for QBRs, customer reviews, and internal performance tracking.
• Identify recurring issues and opportunities for automation or documentation improvements.
• Contribute to building and refining internal tools that streamline technical support workflows.
• Work with Product and Engineering to communicate customer feedback and feature requests.
• Support Customer Success Managers in driving product adoption and data-driven account insights.
• Participate in internal syncs to continuously improve how the TAM function operates at scale.

What you'll need

• Proficiency in scripting with Python to automate routine workflows, parse logs, and handle data manipulation with AI.
• Working familiarity with AI/LLM concepts, integrating AI-driven APIs, or utilizing generative AI tools to streamline technical troubleshooting and workflows.
• 1–2 years of experience in technical support, customer success, or implementation engineering within a SaaS or technology company.
• Proficiency in SQL for querying, validating, and analyzing customer and product data.
• Working knowledge of APIs, JSON, and basic data integration concepts.
• Strong analytical and troubleshooting skills, able to identify patterns and resolve root causes.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Curiosity and drive to learn about customer environments, data systems, and integration logic.

Nice to have

• Experience with Salesforce, HubSpot, Segment, or similar CRM/automation tools.
• Exposure to data visualization tools (Metabase, Looker, Mode, etc.).
• Experience with tools like Hotjar, Logrocket, etc.
• Prior experience in a B2B SaaS environment supporting enterprise or API-driven products.

Details

• Location: Bengaluru.