[Remote] Technical Account Manager

Note: The job is a remote job and is open to candidates in USA. BioCatch is the leader in Behavioral Biometrics, utilizing machine learning to enhance online security. The Technical Account Manager will serve as a primary technical partner for enterprise customers, ensuring they maximize the value of BioCatch's fraud prevention platform through strategic account management and technical support.ResponsibilitiesServe as the primary technical point of contact, building deep, trust-based relationships with customer IT, security, and operational teamsAct as a technical advisor, guiding customers on platform performance, architecture, and operational best practicesAdvocate for customer needs internally, orchestrating cross-functional efforts with Product, Engineering, and Solutions teams to drive product roadmap and service enhancementsOwn the end-to-end resolution of complex technical escalations and high-impact incidentsAct as the "single-threaded" coordinator during outages or critical issues, ensuring clear, consistent, and timely communication with stakeholdersDrive robust root-cause analysis (RCA) and implement preventative measures to ensure platform stabilityConduct regular technical and operational business reviews to demonstrate platform value and identify optimization opportunitiesProactively monitor environment health, identify potential risks, and execute mitigation strategiesEnsure rigorous adherence to SLAs and operational standards, helping customers maximize the effectiveness of their fraud detection workflowsProvide technical leadership for platform upgrades, integration changes, and new feature rolloutsManage the full lifecycle of technical implementations, from discovery and consultancy through to testing and go-liveEducate customer teams on platform capabilities and best practices to drive adoption and long-term ROIContribute to internal knowledge bases and documentation to scale support and self-service capabilitiesLeverage data-driven insights and AI-driven automation to enhance customer outcomes and internal operational efficiencySkills3+ years in a technical, customer-facing role (e.g., TAM, Technical Support Lead, or Solutions Engineer)Deep understanding of enterprise SaaS, distributed systems, and API architecturesProficiency in scripting (JavaScript or Python) for troubleshooting and automationStrong analytical skills: ability to parse logs, identify system patterns, and troubleshoot complex technical flowsFamiliarity with data platforms (e.g., SQL, Elastic, Snowflake, Tableau, or PowerBI)Knowledge of authentication protocols (Certs, IP whitelisting, Session management)Exceptional ability to synthesize complex technical concepts for both executive stakeholders and technical peersExperience with mobile environments (SDK integration, debugging, app behavior)Experience in the financial services, banking, or fraud prevention sectorsHands-on experience with AI tools or advanced automation frameworksBenefitsSick, Maternity/ Paternity, and other paid leaves401(k) plan with up to 4% company matchHealthcare programs tailored to your needsLife insuranceWellness programs, EAP, and personalized health advocacyFully remote and shared space work options across the USMonthly reimbursements for home internet and cell phoneCompany OverviewBioCatch unlocks the power of behavior and deliver actionable insights to create a digital world where identity, trust, and ease co-exist. It was founded in 2011, and is headquartered in Tel Aviv, Tel Aviv, ISR, with a workforce of 201-500 employees. Its website is http://www.biocatch.com.