• The Technical Account Manager (TAM) Team Leader oversees a team of Technical Account Managers supporting strategic customers using Genetec’s platform. • Ensure each TAM provides the service as the technical account owner for their assigned customers. • Accountable for team performance, customer outcomes, and consistent execution of service commitments across the portfolio. • Manage a strategic, and limited number of accounts yourself as a Technical Account Manager. • Partner closely with Dedicated Client Care / Support leadership to drive proactive service, effective escalation handling, and measurable customer value. • Define and track team KPIs and drive continuous improvement. • Run regular 1:1s, performance reviews, and development plans; build succession and support internal mobility. • 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.

About Us Temporal is an open source programming model that can simplify code, make applications more reliable, and help developers focus on the important things like delivering features faster. We are on a mission to be the reliable foundation of every developer’s toolbox, and are building the team that will make that happen. Our values guide us —they are present in how we show up, make decisions, and work together to make an impact. We’re curious, driven, collaborative, genuine and humble. Temporal is growing and we are looking for those who share our values, challenge 'standard' thinking, and want to influence our future. If you have a passion for improving the developer experience, building world-class open-source software and communities, and want to be a part of our amazing team, we'd love to hear from you! Summary The Staff Developer Success Engineer will be the frontline technical expert for our developer community. You will help users deploy and scale Temporal in cloud-native environments. You will also troubleshoot complex infrastructure issues, optimize performance, and develop automation solutions. This role is ideal for someone who thrives on solving distributed systems challenges and improving the developer experience. What You'll Do Be a keen learner: - At Temporal, you’ll work with cloud-native, highly scalable infrastructure spanning AWS, GCP, Kubernetes, and microservices. You’ll gain deep expertise in container orchestration, networking, and observability while learning from complex, real-world customer use cases. - Our stack includes Go, Python, and Java, providing continuous opportunities to hone your programming skills in infrastructure automation, resilience engineering, and performance tuning. Be a passionate problem solver: - If you enjoy tackling scalability, reliability, and troubleshooting challenges in distributed systems, you’ll thrive in this role. As a Staff Developer Success Engineer, you’ll work directly with developers to debug complex infrastructure issues, optimize cloud performance, and enhance reliability for Temporal users. - You'll develop observability solutions (Grafana, Prometheus), improve networking (load balancing, DNS, ingress/egress), and automate infrastructure operations (Terraform, IaC) to help customers run Temporal efficiently at scale. - Once ramped up, we expect you to independently drive technical solutions, whether debugging complex production issues or designing infrastructure best practices. Don't worry, we have seasoned engineers and mentors to support you along the way! Be a great communicator: - As a Staff Developer Success Engineer you will engage directly with developers, engineering teams, and product teams to understand infrastructure challenges and provide solutions that enhance scalability, performance, and reliability. - Your insights will influence platform improvements, from enhancing observability tooling to developing self-service infrastructure solutions that simplify troubleshooting (e.g., building diagnostic tools similar to Twilio’s Network Test). - You’ll serve as a bridge between developers and infrastructure, ensuring that reliability, performance, and developer experience remain top priorities as Temporal scales. What You'll Bring - 9+ years of experience as a developer, preferably fluent in one or more of the following languages: Python, Java, Golang, TypeScript. - Experience with deployment and managing medium to large-scale architectures (e.g., Kubernetes or Docker). - Experience with monitoring tools such as Prometheus and Grafana and troubleshooting performance and availability issues. - Minimum of one year experience in an internal or external customer-facing role. - Passion for helping others regardless of who they are or how they act. - Experience working with or as part of remote teams. - Strong written and verbal communication skills. - Seek to understand first, lead with data, and rely on facts. Nice to Have - Previous experience in customer-facing positions such as a professional services consultant, solutions architect, customer engineer, etc. - Experience with security certificate management and implementation. - Ability to understand use cases and translate them into Temporal design decisions and architecture best practices. - Technologies: EKS, GKE, Kubernetes, Prometheus, Grafana, OpenTracing, Terraform/Ansible/CDK. Compensation - The estimated pay range for this role is $170,000 - $215,000 depending on qualifications and location - Additionally, this role is eligible to participate in Temporal's equity plan. Compensation ranges reflect salary and commission compensation (when applicable) across several geographic markets. Employment offers carefully consider multiple factors, including prior experience, knowledge, expertise, skillset, market location, and job level assessed during the interview process. Employee benefits and perks below are for full-time employees, part-time or temporary positions are excluded. U.S. Benefits - Unlimited PTO, 12 Holidays + 2 Floating Holidays - 100% Premiums Coverage for Medical, Dental, and Vision - AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available) - Empower 401K Plan - Additional Perks for Learning & Development, Lifestyle Spending, In-Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more! International Benefits Paid Time Off (PTO) and Benefits outside the United States vary by country, and are issued in partnership with Remote.com. Additionally, Temporal offers perks to all international employees for learning & career development, a lifestyle spending account, in-home office setup (in addition to company-issued hardware), professional memberships, work-from-home meals, and access to the Calm app for mental wellness. Travel Temporal is a globally distributed, collaborative team that values opportunities for in-person connection. Occasional travel may be required for company events, team offsites, and other meaningful moments that bring us together. Additional Perks - $3,600 / Year Work from Home Meals - $1,800 / Year Professional Enrichment (Career Development & Professional Memberships) - $1,200 / Year Lifestyle Spending Account - $1,000 / Year In-Home Office Setup (In addition to Temporal issued equipment - laptop, monitor, keyboard, mouse, trackpad, and extension power cable at no cost to you) - $74 / Month Reimbursement for Internet - Calm App Subscription for Mental Health & Wellness Temporal Technologies is an Equal Opportunity Employer. Temporal Technologies does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We embrace and celebrate differences and diversity. Temporal is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If you need to request a reasonable accommodation, please let your Recruiter know so we can assist. We are not working with external recruitment agencies, thanks.

• Own the technical relationship for a portfolio of monitoring company customers, acting as their trusted advisor and escalation point • Partner with customers to design, launch, and optimize call flows, including telephony routing, failover strategies, and integration patterns • Proactively monitor system performance, identify risks, and drive improvements to reliability, latency, and call success rates • Lead incident response coordination for customer-impacting issues, including root cause analysis and follow-through on remediation • Translate customer needs into actionable feedback for product and engineering teams, helping shape the roadmap • Guide customers through platform migrations, new feature rollouts, and architectural changes with minimal disruption • Work cross-functionally with engineering, product, support, and operations to ensure a seamless customer experience • Help customers adopt best practices around redundancy, monitoring, and scaling to handle real-world call volumes and spikes • Analyze metrics and trends (call volume, concurrency, failure rates) to drive continuous improvement • Build long-term relationships with both technical and operational stakeholders at customer organizations

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?