Principal Technical Account Manager

Assured

. Distill and triage complex customer issues .

Posted 10/7/2026full-timeRemote • United StatesLead💰 $185,000 - $195,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong problem-solving abilities and operational judgment to effectively manage complex customer issues and improve processes. Proficient in cross-functional collaboration and communication, with a focus on documentation and support workflows.

Highest-signal resume keywords

Strong Communication SkillsCuriosity and Investigative Problem-SolvingOperational JudgmentProcess ImprovementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Issue TriageProblem ClarificationTicket Summary WritingEscalation ManagementProcess DocumentationData AnalysisWorkflow ManagementTrend IdentificationClient EngagementProduct Understanding

Soft Skills

AdaptabilityCuriosityCritical ThinkingCollaborationEmpathy

Tools & Technologies

AI ToolsDashboardsSupport PlaybooksDocumentation ToolsFeedback Loops

Industry Keywords

Client FrictionOperational PatternsProduct OpportunitiesCross-Functional TeamsSupport Processes

About the role

Key responsibilities & impact

Distill and triage complex customer issues
Clarify reported problems, gather context, and determine investigation, escalation, or project linkage
Route issues across Client Engagement, Product, and Engineering with context, urgency, and recommended next steps
Identify recurring themes, emerging issues, client friction, process gaps, product opportunities, and operational patterns
Connect support activity to launches, client initiatives, product changes, known issues, and operational workstreams
Support Program Managers and cross-functional teams on active projects, launches, and strategic initiatives
Build and maintain support processes, documentation, dashboards, workflows, and feedback loops
Surface trends, risks, and recurring friction to inform product, process, and client decisions
Improve handoffs and escalations with background, examples, impact, urgency, and recommended next steps
Create and maintain internal knowledge, support playbooks, routing logic, issue summaries, and process documentation
Help prioritize immediate action, monitoring, and broader improvement work

Requirements

What you’ll need

Strong communication skills
Comfortable working cross-functionally in a fast-moving, ambiguous environment
Curiosity and investigative problem-solving ability
Ability to solve ambiguous, unfamiliar, or messy issues without a script
Strong operational judgment, including escalation and prioritization decisions
Ability to write concise ticket summaries, escalation notes, internal updates, and follow-ups
Understanding of product behavior, technical constraints, logs or screenshots, user workflows, and system context
Ability to context-switch across customers, issues, teams, and priorities
Comfortable using AI tools to improve speed, synthesis, and quality
Ability to identify underlying problems and improve processes
Must currently reside in the United States
Must answer whether employment sponsorship is required to work in the country where the job is located

Benefits

Comp & perks

Competitive salary and equity packages for all employees
Platinum medical, dental, and vision
Free life insurance, including long-term disability and short-term disability
Unlimited PTO and paid holidays
Maternity and paternity leave
Assured contributes 3% to 401(k), even if you don't contribute
Lunch provided twice weekly
Monthly phone stipend and other home office perks
Health FSAs and HSAs
Team events and offsites