Technical Account Manager

About Redpoint Global

Redpoint Global helps the world's most ambitious brands deliver personalized, real-time customer experiences across every channel. We lead by a shared set of values: market-leading innovation, flawless execution, delighting customers, unwavering integrity, performance through people, and respect for the individual.

About the Role

We're looking for a Technical Account Manager I to join our Client Services team. This is an entry point into technical account management: you'll pair account-management and communication skills with hands-on technical work - supporting customer issues, assisting with infrastructure and database troubleshooting, and helping verify fixes - under the mentorship of senior TAMs, engineers, and solutions specialists. You don't need to arrive an expert in every technical area; you do need real, hands-on experience with some of them and the curiosity to build the rest on the job. As you grow in the role, you'll take on more ownership across account strategy, application support, infrastructure, and data. This role reports to the Director of Global Support.

What You'll Do

Account Management
• Serve as a point of contact for assigned accounts, helping ensure high levels of customer satisfaction
• Help manage technical issues according to customer business priorities to avoid business-critical situations
• Support the first point of escalation for customer technical concerns, coordinating with engineering and driving resolution
• Help customers understand how new and existing features fit within their environments
• Support checkpoint and status calls with customers and internal stakeholders
• Contribute to technical account management strategy documents based on customer analysis and assessment
• Act as the bridge between clients and end users and internal development and engineering teams
Tier 3 Support
• Triage issues reported by customers, escalating to engineering when needed via clearly articulated tickets and documentation
• Investigate and document customer-reported issues clearly enough for engineering to act on them
• Handle access and account requests, and coordinate incident response across support and engineering teams
• Infrastructure review, monitoring, and triage that may include virtual machines, Kubernetes, databases, etc. and engaging with relevant engineering teams and stakeholders both internal and external
• Write and troubleshoot SQL queries to investigate application or data-integrity issues
• Contribute to internal automation tooling that reduces manual, repetitive support work

Requirements

What You'll Bring (1-3 years of experience)
• 1-3 years of experience in a technical, customer-facing role - internships, co-ops, and academic or lab work count
• Bachelor's degree or equivalent practical experience in Computer Science, Information Systems, or a related technical discipline
• Hands-on experience writing and troubleshooting SQL queries, triaging network issues (DNS, ports/firewalls, etc.), and some real-world exposure to containerized environments (Kubernetes)
• Comfortable working in both MS Windows and Linux environments, including basic command-line use
• A methodical approach to problem-solving: able to reproduce, isolate, and clearly document technical issues
• An ability to apply think outside of the box to identify and triage issues or provide working solutions to meet a client's needs
• Strong communication and interpersonal skills, with comfort working both independently and collaboratively
• Eagerness to learn quickly and grow technical depth across support, infrastructure, and data over time

Nice to Have
• Experience with Snowflake or other cloud data warehouse platforms
• Familiarity with AI/ML-powered tools or generative AI applications supporting customer success or data operations
• Exposure to ETL/ELT or data integration tools (Redpoint Data Management, Azure Data Factory, Fivetran, Matillion, Alteryx, Informatica, etc.)
• Scripting or automation experience (e.g., Python, Bash, PowerShell)
• Experience with Redpoint Global applications
• Digital marketing experience

Salary Range: $85-110K

Benefits

Benefits
• Competitive Medical, Dental, and Vision Insurance
• Flexible leave policy - take the time you need, when you need it
• 10 company-paid holidays
• Fully remote work