Technical Account Manager

Description

Company Overview

BioCatch is the leader in Behavioral Biometrics, a technology that leverages machine learning to analyze an online user’s physical and cognitive digital behavior to protect individuals online. BioCatch’s mission is to unlock the power of behavior and deliver actionable insights to create a digital world where identity, trust, and ease coexist. Today, 34 of the world's largest 100 banks and 210 total financial institutions rely on BioCatch Connect™ to combat fraud, facilitate digital transformation, and grow customer relationships.. BioCatch’s Client Innovation Board, an industry led initiative including American Express, Barclays, Citi Ventures, and National Australia Bank, helps BioCatch to identify creative and cutting edge ways to leverage the unique attributes of behavior for fraud prevention. With over a decade of analyzing data, more than 80 registered patents, and unparalleled experience, BioCatch continues to innovate to solve tomorrow’s problems. For more information, please visit www.biocatch.com.

Position: Technical Account Manager (TAM) – Fraud & Behavioral Biometrics (NAM)

Location: Remote (North America) | Travel: Up to 10%

About the Role

We are seeking a highly skilled Technical Account Manager (TAM) to join our North America team. In this pivotal role, you will be the primary technical partner for our top-tier enterprise customers, ensuring they maximize the value of our behavioral biometrics fraud prevention platform.

As a trusted advisor, you will own the technical health of your assigned accounts, serve as the escalation point for complex issues, and bridge the gap between customer requirements and our internal product, engineering, and support teams. You will play a vital role in our customers' post-deployment journey, fostering long-term success through technical expertise, proactive optimization, and strategic partnership.

Key Responsibilities

1. Strategic Technical Account Ownership

• 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.

2. Incident Management & Resolution

• 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.

3. Performance Optimization & Governance

• 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.

4. Integration & Technical Delivery

• 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.

5. Value Enablement & Innovation

• 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.

Requirements

Required Skills & Experience

• Experience: 3+ years in a technical, customer-facing role (e.g., TAM, Technical Support Lead, or Solutions Engineer).
• Technical Proficiency:
• 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).
• Communication: Exceptional ability to synthesize complex technical concepts for both executive stakeholders and technical peers.
• Preferred Qualifications:
• 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.

Core Competencies

• Ownership & Accountability: A proactive, "can-do" mindset with the drive to resolve issues independently.
• Strategic Influence: Ability to influence stakeholders without direct authority.
• Adaptability: A structured, process-oriented thinker who is also a self-directed learner (autodidact).
• Empathy: High emotional intelligence, capable of balancing deep technical depth with a customer-first approach.
• Collaboration: A team player who thrives in both independent assignments and cross-functional project environments.

We take care of our team inside and outside of work, with benefits designed to support your health, growth, and well-being.

• 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

The benefits listed reflect our offerings at the time of posting and may be adjusted, enhanced, or, where necessary, discontinued at the company's discretion.