The RoleAs a Senior Technical Account Manager at Astra, you will be responsible for the technical success of our customers. This person will be relied on to manage customer inquiries, investigate and resolve integration issues, optimize technical client configurations, and provide strategic guidance and support to customers and internal teams. They will work hands-on in technical environments to trace errors, diagnose problems, and escalate when necessary. The role requires strong problem-solving skills, comfort with technical systems, and the ability to translate complex issues into clear solutions for customers.
What You'll Do- Manage and provide technical guidance to clients through their lifetime as Astra partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner.
- Partner closely with the Integrations team to support onboarding of new customers, helping them configure and validate integrations.
- Contribute to Astra's knowledge base by writing and improving technical documentation, FAQs, and guides to streamline customer self-service.
- Collaborate with the Integrations and Engineering teams on new product solutions, providing feedback from customer interactions and assisting with testing and validation.
- Investigate issues and other technical environments, identifying root causes and escalating complex problems when necessary.
- Act as a bridge between customers and the integration and engineering teams, translating technical details into clear, actionable communication.
- Identify areas to improve operational efficiencies and onboard our customers more quickly and effectively.
- This role will be specifically designated to East-Coast hours varying between 7am-5pm ET.
What We're Looking ForRequired Experience- 5+ years of experience as a TAM, Solutions Engineer, or other customer-facing technical role where you owned key developer relationships
- Familiarity with cloud platforms (preferably Google Cloud Platform) and comfort navigating logs, APIs, and technical tools.
- Strong project management skills, capable of influencing internal and external partners to stay on schedule
- Strong troubleshooting skills and the ability to navigate technical issues, provide prompt solutions,investigate and resolve integration or data flow issues.
- Excellent written and verbal communication skills - able to translate complex technical concepts into clear, customer-friendly explanations.
- Experience with support systems like Zendesk, Pylon (or similar ticketing platforms).
- A collaborative mindset with the ability to work cross-functionally with Engineering, Product, and Customer Success teams.
- A proactive, detail-oriented approach and willingness to document solutions and processes for future use.
- Proactive mindset - you seek out ways to improve systems and enable others
Education- Bachelor's degree in Computer Science, Information Systems, Engineering, or related field - or equivalent practical experience.
Technical Skills- Monitoring: Experience with observability and alerting systems
- Proficiency with cloud platforms, ideally Google Cloud Platform (GCP)
- Understanding of APIs, data integrations, and common troubleshooting workflows
- Experience with ticketing systems (Zendesk, Jira, or similar)
- Comfort working with logs, SQL queries, and basic debugging tools
- Strong documentation skills for both internal and customer-facing materials
Preferred Experience- Cloud Infrastructure: GCP (App Engine, Firestore, Cloud Functions, IAM, Pub/Sub, BigQuery)
- Infrastructure as Code: Terraform, CloudFormation, or similar
- CI/CD: GitHub Actions, CircleCI, or similar platforms
- Programming: Python, Go, Bash for automation and tooling
Why This Role Matters- Customer Trust: Be on the front line, ensuring Astra's integrations run seamlessly and customers feel supported.
- Product Reliability: Investigate and resolve technical issues that directly impact uptime and performance.
- Onboarding Success: Play a critical role in providing integration support to ensure new customer launches are smooth, fast, and reliable.
- Knowledge Sharing: Create documentation and insights that empower customers and reduce friction.
- Feedback Loop: Bridge customer needs and engineering innovation to shape Astra's future solutions.
How to ApplyWe're looking for technically savvy individuals who are excited by complex systems problems and have the educational background and experience to handle sophisticated challenges. If you're passionate about building mission-critical financial infrastructure and want to have a direct impact on our technical direction, we'd love to hear from you.
With your application
- Tell me about a time you were dropped into a new role and what you did to get acclimated.
- Tell me about a time when something broke, and you had to work with a client to resolve the issue. What was your approach to solving the issue?
- If you don't know the answer to a question at work, what is your first action to find the answer?
