Senior Technical Account Manager

Assured

. Distill and triage complex customer issues, clarify problems, gather context, and determine investigation or escalation needs .

Posted 10/7/2026full-timeRemote • United StatesSenior💰 $165,000 - $185,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong analytical and problem-solving skills to triage complex customer issues and identify operational patterns. Proficient in building support processes and documentation while effectively communicating across cross-functional teams.

Highest-signal resume keywords

Strong Communication SkillsProblem-Solving AbilityOperational SharpnessCritical ThinkingAbility to Triage Complex Issues

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket AnalysisIssue TriageProcess DocumentationData AnalysisPattern Identification

Soft Skills

CuriosityOrganizationEmotional IntelligenceSituational JudgmentAccountability

Tools & Technologies

AI ToolsDashboardsWorkflowsSupport Playbooks

Industry Keywords

Customer SupportCross-Functional CollaborationOperational PatternsClient FrictionProduct Opportunities

About the role

Key responsibilities & impact

Distill and triage complex customer issues, clarify problems, gather context, and determine investigation or escalation needs
Route issues across the organization with clear context, urgency, and recommended next steps
Analyze tickets, customer questions, escalations, and support trends to identify recurring themes, emerging issues, client friction, process gaps, product opportunities, and operational patterns
Connect support activity to active 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

Requirements

What you’ll need

Strong communication skills
Comfortable working cross-functionally in a fast-moving, ambiguous environment
Curiosity, organization, operational sharpness, and problem-solving ability
Ability to triage complex issues and exercise sound judgment
Ability to identify patterns, opportunities, recurring themes, client friction, process gaps, product opportunities, and operational patterns
Ability to understand product behavior, technical constraints, logs or screenshots, user workflows, and system context
Ability to write concise ticket summaries, escalation notes, internal updates, and follow-ups
Ability to context-switch across customers, issues, teams, and priorities
Comfortable using AI tools to improve speed, synthesis, and output quality
Critical thinking, emotional intelligence, situational judgment, accountability, and follow-through

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 do not contribute
Lunch provided twice per week
Monthly phone stipend and other home office perks
Health FSAs and HSAs
Team events and offsites