Note: The job is a remote job and is open to candidates in USA. BioCatch is the leader in Behavioral Biometrics, leveraging machine learning to protect individuals online. The Technical Account Manager will be responsible for ensuring enterprise customers maximize the value of the behavioral biometrics fraud prevention platform and will act as a trusted advisor throughout the customer journey.
Responsibilities
- Serve as the primary technical point of contact, building deep, trust-based relationships with customer IT, security, and operational teams
- Act as a technical advisor, guiding customers on platform performance, architecture, and operational best practices
- Advocate for customer needs internally, orchestrating cross-functional efforts with Product, Engineering, and Solutions teams to drive product roadmap and service enhancements
- Own the end-to-end resolution of complex technical escalations and high-impact incidents
- Act as the "single-threaded" coordinator during outages or critical issues, ensuring clear, consistent, and timely communication with stakeholders
- Drive robust root-cause analysis (RCA) and implement preventative measures to ensure platform stability
- Conduct regular technical and operational business reviews to demonstrate platform value and identify optimization opportunities
- Proactively monitor environment health, identify potential risks, and execute mitigation strategies
- Ensure rigorous adherence to SLAs and operational standards, helping customers maximize the effectiveness of their fraud detection workflows
- Provide technical leadership for platform upgrades, integration changes, and new feature rollouts
- Manage the full lifecycle of technical implementations, from discovery and consultancy through to testing and go-live
- Educate customer teams on platform capabilities and best practices to drive adoption and long-term ROI
- Contribute to internal knowledge bases and documentation to scale support and self-service capabilities
- Leverage data-driven insights and AI-driven automation to enhance customer outcomes and internal operational efficiency
Skills
- 3+ 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 architectures
- Proficiency in scripting (JavaScript or Python) for troubleshooting and automation
- Strong analytical skills: ability to parse logs, identify system patterns, and troubleshoot complex technical flows
- Familiarity 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 peers
- Experience with mobile environments (SDK integration, debugging, app behavior)
- Experience in the financial services, banking, or fraud prevention sectors
- Hands-on experience with AI tools or advanced automation frameworks
Benefits
- Flexible paid time off policy
- Sick, Maternity/ Paternity, and other paid leaves
- 401(k) plan with up to 4% company match
- Healthcare programs tailored to your needs
- Life insurance
- Wellness programs, EAP, and personalized health advocacy
- Fully remote and shared space work options across the US
- Monthly reimbursements for home internet and cell phone
Company Overview