Note: The job is a remote job and is open to candidates in USA. CCC Intelligent Solutions is a cloud platform company serving the insurance economy with intelligent technology solutions. The Technical Account Manager, Enterprise Support serves as a senior technical escalation point for enterprise customers, providing advanced troubleshooting, API support, incident leadership, operational analysis, and cross-functional coordination to improve reliability and customer outcomes.
Responsibilities
- Serve as a senior technical escalation point for CCC’s enterprise customers, with primary day-to-day focus on strategic automotive accounts that have the most complex technical environments and support needs
- Provide hands-on troubleshooting and advanced API support for complex customer issues, resolving problems directly when possible and engaging the appropriate technical experts when additional support is required
- Own complex, high-severity customer issues from escalation through resolution by establishing accountability, coordinating resources, and providing timely updates to customer and internal stakeholders
- Create a direct connection between customer technology teams and CCC’s technical organizations to reduce handoffs, preserve the accuracy of technical information, and prevent critical issues from falling through the cracks
- Develop a detailed understanding of customer environments, integrations, workflows, and technical dependencies to proactively identify risks and recommend practical improvements
- Lead technical communications during high-severity incidents, service reviews, and post-incident discussions, translating issues, risks, and resolution plans for audiences ranging from CIOs and senior technology leaders to developers, technical teams, and client help desks
- Partner across Engineering, Product, Support, Sales, Professional Services, account teams, and applicable third parties to drive resolution and follow through on corrective actions without direct authority
- Analyze recurring customer issues, service data, and operational metrics to identify trends, gaps, and opportunities to improve reliability, issue resolution, and the customer experience
- Translate customer feedback and technical findings into actionable recommendations for product, process, support, documentation, tooling, and automation improvements
- Contribute to the continued development of escalation models, service-level practices, KPIs, service reporting, and enterprise support processes
- Build trusted technical relationships with customer technology leaders and serve as a senior advisor on service reliability, operational risk, and complex technical issues
- Act as a senior subject-matter expert, consultant, and resource for customer technical teams and internal stakeholders
Skills
- Bachelor's degree in Computer Science, Engineering, Information Systems, a related field, or equivalent practical experience
- 7+ years of experience in enterprise technical support, technical account management, service delivery, customer-facing platform support, software development, or a related technical role
- 3+ years of experience serving as a senior technical escalation resource for large, complex, production environments with high availability and reliability requirements
- Demonstrated ability to troubleshoot complex technical issues and collaborate effectively with development, product, infrastructure, support, or other technical teams
- Experience supporting APIs, integrations, enterprise platforms, SaaS products, or other interconnected technical environments
- Ability to communicate effectively with stakeholders at all levels, including CIOs, senior technology leaders, developers, support teams, and client help desks
- Experience leading technical communications during high-severity or business-critical customer incidents
- Strong analytical and problem-solving skills, with the ability to identify patterns, assess risk, and recommend practical solutions
- Ability to influence cross-functional teams, establish ownership, and drive progress without direct authority
- Exceptional written and verbal communication skills, including the ability to create clear, executive-ready documentation
- Sound judgment, composure under pressure, a strong ownership mindset, and a customer-focused approach
- Experience working with third-party vendors, integration partners, or external technical stakeholders in an enterprise support environment
- Experience supporting large enterprise or national account customers
- Ability to work remotely with preference for Central Time business-hour alignment
- Ability to support limited travel based on customer needs
- Ability to provide occasional evening or after-hours support for production rollouts, API deployments, endpoint coordination, or other customer-impacting activities
- Preferred experience as a Technical Account Manager, senior technical support professional, client-platform liaison, API developer, or similar customer-facing technical expert
- Preferred working knowledge of cloud infrastructure, networking, security, distributed systems, databases, or SaaS architectures
- Preferred experience with incident management, root cause analysis, service-health metrics, SLAs, KPIs, escalation models, or operational-excellence practices
- Preferred experience improving support tooling, case-management processes, dashboards, reporting, automation, or technical documentation
- Automotive or insurance industry experience is helpful but not required
Benefits
- Remote work with 30% travel or less
- 401K Match
- Paid time off
- Annual Incentive Plan Performance Bonus
- Comprehensive health insurance
- Adoption Assistance
- Tuition Reimbursement
- Wellness Programs
- Stock Purchase Plan options
- Employee Resource Groups
Company Overview
Company H1B Sponsorship