Technical Account Manager

Technical Account Manager Role

Reality Defender is hiring a Technical Account Manager to be the technical backbone of our customer relationships. This role reports to the Director of Customer Success and works closely with Engineering and Product to keep our enterprise, financial, and government customers confident in what our platform tells them. You'll own the technical health of a portfolio of accounts from onboarding and integration through ongoing support and you'll be a critical link between what customers experience in the field and what we build next.

Responsibilities include:

• Own onboarding, integration support, and ongoing technical health for a portfolio of customer accounts
• Set up and configure customer integrations directly API auth, webhooks, sandbox environments
• Reproduce and diagnose integration failures tracing API calls, reading logs and stack traces, isolating whether an issue is customer-side config, network/infra, or a product bug
• Translate model behavior into plain language for customers explaining confidence scores, detection limitations, and edge cases clearly and accurately
• Drive technical escalations end-to-end, coordinating with Engineering and setting clear expectations with customers until resolution
• Write and debug integration code snippets to unblock a stuck implementation or demonstrate a fix
• Build documentation, runbooks, and integration guides that reduce repeat questions and let the relationship scale beyond you
• Flag at-risk accounts early, before a technical issue becomes a trust or retention issue
• Partner with Product and Engineering to turn field patterns false positives/negatives, integration friction, feature gaps into actionable input
• Support pre-sales and renewal conversations with technical credibility when needed
• Contribute to internal enablement so the broader CS team can handle more technical questions without escalation

Who you are:

• You have 4+ years in a technical account management, solutions engineering, or senior technical support role, ideally with API-based or ML/AI products
• You can independently stand up an API integration auth, webhooks, sandbox/test calls and debug it when it breaks, using tools like Postman/curl, log traces, and basic scripting (Python or similar). You don't wait for engineering to tell you where the failure is; you find it first.
• You have a track record of owning relationships with both technical and non-technical stakeholders at the same account
• You've worked cross-functionally with engineering and product, and you know how to turn complaints into signal they can act on
• You have good judgment under ambiguity you're often the first to know something's wrong before there's a clean explanation for it

Preferred, but not required:

• You have a background in trust & safety, security, fraud, or content moderation
• You have experience with computer vision, ML model behavior, or working alongside data science teams
• You've built or debugged a webhook-based integration, OAuth/API key flow, or SDK implementation from scratch
• You've worked at a startup where you built the process rather than inherited one

What we offer:

• Healthcare plans with 100% premium coverage for employees and partial coverage available for dependents
• Dental and Vision plans with 100% premium coverage for employees and their dependents
• Short/Long-term disability and life insurance plans with 100% premium coverage for employees
• FSA/HSA and 401k programs
• Equity compensation
• 20 days of PTO per year
• 12 weeks of Parental Leave
• Learning and Development budget
• Monthly wellness benefits
• Annual company-sponsored offsite
• For employees working from Reality Defender's HQ in NYC, we offer the following benefits:
• Daily in-office lunch through UberEats
• Commuter benefits
• Remote Fridays
• Happy Hours and other local events