About Astra Astra is building mission-critical infrastructure for moving money at scale. Our platform processes billions in annual transaction volume with 99.9%+ uptime, powering real-time transfers, bank debits, card disbursements, and complex financial compliance systems. We provide APIs and automation tools that enable businesses to move money programmatically while maintaining strict regulatory requirements. The Role As 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. What We’re Looking For Required 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. What We Offer - Competitive compensation with equity in a growing fintech company. - Remote-first culture with flexible working arrangements - Small team, big impact — your work directly supports Astra’s ability to scale responsibly - Professional growth opportunities in compliance and risk management - Mission-driven — build infrastructure that powers financial innovation while meeting the highest regulatory standards Remote Work and Culture Astra is a remote-first company hiring only within the U.S. We value thoughtful collaboration, clarity, and initiative. We’re proud to be an equal opportunity employer and are committed to building a diverse and inclusive team. How to Apply We'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 please answer the below questions. - 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?

• Elevated Tech Support: Work with product and engineering to escalate and resolve complex technical issues beyond the scope of standard support. Monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate as needed • Customer Success: Ensure partners/customers are effectively utilizing Huntress products to achieve their business objectives, provide post-sales training, and identify opportunities for additional products and expansion through technically-lead QBRs • Technical Sales Enablement: Participate at events to lead training sessions on product usage and best practices • Partner/Customer Technical Advocacy: Advocate for partner/customer needs within the Huntress organization, acting as a link between our customers and PM by relaying feedback for product improvements • Training/Onboarding: Works with customers through the onboarding phase to establish a positive working relationship, ensure adoption, and accelerate time to value. Develops an understanding of customers’ business needs and educates them on how they can improve their security posture with Huntress • Account Growth: Identifies up-sell and cross-sell growth opportunities during technical account reviews • Product Research: Participate in surveys/research on new capabilities and product offerings to document and assist our product and engineering teams in building products that fit the needs of our partners/customers • Community Technical Resource: Work with the Huntress Community Team on projects such as roadshows and peer groups • Strong self-starter with the ability to work independently • Spot opportunities for improvement in a fast-moving environment • Comfortable traveling 25% of the time and meeting face-to-face with customers • Comfortable presenting in front of groups

Job overview: The Technical Account Manager (TAM) Team Leader oversees a team of Technical Account Managers supporting strategic customers using Genetec’s platform. As a leader, you ensure each TAM provides the service as the technical account owner for their assigned customers. You are accountable for team performance, customer outcomes, and consistent execution of service commitments across the portfolio. You serve as the first level of report and escalation As a Team Lead, you also manage a strategic, and limited number of accounts yourself as a Technical Account Manager. This role combines people leadership, senior-level customer engagement, and deep technical/operational understanding of enterprise physical security environments. You’ll partner closely with Dedicated Client Care / Support leadership to drive proactive service, effective escalation handling, and measurable customer value. Your day at a glance: Leadership & team management - Lead, coach, and develop a team of TAMs supporting enterprise accounts - Ensure your team members adhere to standards and processes - Define and track team KPIs and drive continuous improvement - Run regular 1:1s, performance reviews, and development plans; build succession and support internal mobility Strategic customer ownership - Ensure each account has a clear governance model (stakeholders, cadence, success plan, KPIs) and that TAMs maintain strong customer relationships - Intervene directly in major incidents, escalations, and renewal risks to restore trust and drive an action plan SOW governance & delivery excellence - Ensure TAM activities align with contractual SOWs: in-scope services, hours, deliverables, and service tiers - Define and enforce standards for scope interpretation, assumptions documentation, and communication of exclusions - Partner with Sales, Legal, and Professional Services on SOW design for new enterprise deals and renewals Incident, SLA & escalation management - Own the escalation framework and ensure TAMs consistently follow it for critical incidents - Review major incidents with the team, drive corrective and preventative actions across Support, Operations, and Engineering Adoption, change management & value realization - Ensure TAMs drive feature adoption, workflow optimization, and measurable outcomes Physical security & integration focus - Guide the team on best practices for integrating Genetec solutions with customer ecosystems (Access control, identity, and third-party systems) - Collaborate with Product and Engineering to feed field insights back into the roadmap and integration priorities Cross-functional collaboration - Partner with Dedicated Client Care / Support for proactive monitoring, health checks, and continuous improvement What makes you a great fit: Experience - 3+ years in Technical Account Management, Customer Success Engineering, Systems/Solutions Engineering, Project Management, or a similar customer-facing technical role - Ability in leading or mentoring others (people management, team lead, or demonstrated informal leadership) - Experience owning technical customer relationships; comfortable managing a portfolio of accounts - Experience with complex deployments (multi-site, multi-vendor, high availability) and executive stakeholder management Technical skills - Understanding of physical security concepts: devices, firmware, VMS/access control, event, and alarm flows - Ability to translate contractual language (SOW/SLAs) into operational commitments and measurable deliverables - Structured approach to root-cause analysis and driving cross-functional resolution (Support/Operations/Engineering) Business & Leadership Skills - Strong presence and communication skills; able to speak fluently with both technical and business stakeholders - Experience building and using metrics: customer health scores, SLA dashboards, adoption metrics, and renewal/expansion indicators - Strong planning and organizational skills; comfortable handling multiple high-priority initiatives concurrently Who you are - Customer-obsessed and outcome-oriented.  - Calm under pressure, especially during major incidents and escalations.  - Comfortable coaching others, giving clear feedback, and setting high standards.  - Able to operate at both strategic and hands-on levels.  - Collaborative, transparent, and structured in communication.  Let’s talk perks! - Attractive compensation package with 401K match - Training Tuition Reimbursement Program - Work-life balance with a flexible working schedule We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us! Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.

Job overview: The Technical Account Manager (TAM) Team Leader oversees a team of Technical Account Managers supporting strategic customers using Genetec’s platform. As a leader, you ensure each TAM provides the service as the technical account owner for their assigned customers. You are accountable for team performance, customer outcomes, and consistent execution of service commitments across the portfolio. You serve as the first level of report and escalation As a Team Lead, you also manage a strategic, and limited number of accounts yourself as a Technical Account Manager. This role combines people leadership, senior-level customer engagement, and deep technical/operational understanding of enterprise physical security environments. You’ll partner closely with Dedicated Client Care / Support leadership to drive proactive service, effective escalation handling, and measurable customer value. Your day at a glance: Leadership & team management - Lead, coach, and develop a team of TAMs supporting enterprise accounts - Ensure your team members adhere to standards and processes - Define and track team KPIs and drive continuous improvement - Run regular 1:1s, performance reviews, and development plans; build succession and support internal mobility Strategic customer ownership - Ensure each account has a clear governance model (stakeholders, cadence, success plan, KPIs) and that TAMs maintain strong customer relationships - Intervene directly in major incidents, escalations, and renewal risks to restore trust and drive an action plan SOW governance & delivery excellence - Ensure TAM activities align with contractual SOWs: in-scope services, hours, deliverables, and service tiers - Define and enforce standards for scope interpretation, assumptions documentation, and communication of exclusions - Partner with Sales, Legal, and Professional Services on SOW design for new enterprise deals and renewals Incident, SLA & escalation management - Own the escalation framework and ensure TAMs consistently follow it for critical incidents - Review major incidents with the team, drive corrective and preventative actions across Support, Operations, and Engineering Adoption, change management & value realization - Ensure TAMs drive feature adoption, workflow optimization, and measurable outcomes Physical security & integration focus - Guide the team on best practices for integrating Genetec solutions with customer ecosystems (Access control, identity, and third-party systems) - Collaborate with Product and Engineering to feed field insights back into the roadmap and integration priorities Cross-functional collaboration - Partner with Dedicated Client Care / Support for proactive monitoring, health checks, and continuous improvement What makes you a great fit: Experience - 3+ years in Technical Account Management, Customer Success Engineering, Systems/Solutions Engineering, Project Management, or a similar customer-facing technical role - Ability in leading or mentoring others (people management, team lead, or demonstrated informal leadership) - Experience owning technical customer relationships; comfortable managing a portfolio of accounts - Experience with complex deployments (multi-site, multi-vendor, high availability) and executive stakeholder management Technical skills - Understanding of physical security concepts: devices, firmware, VMS/access control, event, and alarm flows - Ability to translate contractual language (SOW/SLAs) into operational commitments and measurable deliverables - Structured approach to root-cause analysis and driving cross-functional resolution (Support/Operations/Engineering) Business & Leadership Skills - Strong presence and communication skills; able to speak fluently with both technical and business stakeholders - Experience building and using metrics: customer health scores, SLA dashboards, adoption metrics, and renewal/expansion indicators - Strong planning and organizational skills; comfortable handling multiple high-priority initiatives concurrently Who you are - Customer-obsessed and outcome-oriented.  - Calm under pressure, especially during major incidents and escalations.  - Comfortable coaching others, giving clear feedback, and setting high standards.  - Able to operate at both strategic and hands-on levels.  - Collaborative, transparent, and structured in communication.  Let’s talk perks! - Attractive compensation package with 401K match - Training Tuition Reimbursement Program - Work-life balance with a flexible working schedule We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us! Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.