Senior Technical Account Manager

Your mission

deskbird is seeking a Senior Technical Account Manager with a deep Solutions Engineering background to spearhead the technical success of our global enterprise partners. 

Currently, this role is a "player-coach" hybrid. You will act as the ultimate technical safety net for our platform, spending approximately 50% of your time on deep-dive bug triaging and L3 escalations, with the remaining 50% focused on technical architecture, pre-sales discovery, and strategic growth. 

As we scale the team, your focus will shift toward long-term strategy, but your initial impact will be defined by your ability to resolve complex technical friction and stabilize our most critical enterprise integrations.

In this role you will

1. Technical Forensic Work & L3 Escalation (50% Focus)

• Act as the ultimate technical authority for escalations from Support, Success, and Sales.
• Thoroughly investigate, debug, and resolve high-level integration and product issues.
• When a fix requires a code change, you will lead the handoff to our Engineering teams, providing clear technical evidence and reproduction steps.
• Identify patterns in bugs to proactively suggest product improvements and reduce future ticket volume.

2. Enterprise Solutions Architecture

• Lead the technical journey for strategic accounts to ensure flawless ecosystem integration.
• Architect and guide setups for SSO/SAML, Azure AD/Entra ID, SCIM, and M365 Calendar Sync.
• Consult on API-driven workflows and automations using tools like Make.com or Zapier.
• Build for the long term by defining ownership and fallback processes for integrations.

3. Strategic Pre-Sales & Enablement

• Partner with Sales to navigate security and IT requirements for high-stakes enterprise deals.
• Translate complex customer environments into clear implementation requirements and risk assessments.
• Turn your triaging discoveries into scalable documentation, developer guides, and internal playbooks.

What you need to be successful

• 4+ years in a high-touch technical role (TAM, Solutions Engineer, or Support Engineer) with a passion for troubleshooting.
• A natural "detective" mindset with the ability to navigate REST APIs and debug integration logic with ease.
• Deep experience with Enterprise Identity (Azure AD/Entra ID, SAML, OAuth 2.0, SCIM).
• The ability to explain technical "bugs" or limitations to non-technical stakeholders clearly and calmly.
• The ability to manage a high volume of technical tasks and escalations without losing precision.
• Excellent English communication skills. 

Nice-to-Haves

• Experience in HR Tech, Workplace Management, or complex B2B SaaS.
• Familiarity with workflow tools like Make.com, Zapier, or Power Automate.
• A history of contributing to developer docs, help centers, or internal engineering runbooks.
• Basic SQL or data analysis skills to investigate usage patterns and troubleshoot issues.
• German communication skills. 

Who You Are:

• You translate "IT-speak" into business value for stakeholders at every level.
• You don't just close tickets; you solve for the root cause to ensure the same issue doesn't return.
• You bring structure to ambiguity and deliver clarity during complex enterprise situations.

What’s in it for you?

• Unlimited PTO: Take the time you need to recharge.
• Annual company summit: Meet the whole team at our yearly summit in inspiring locations across Europe (check out the video from our last summit).
• Team “Bursts”: Opportunities to collaborate with your team in person.
• Home office support: Financial contribution to set up a comfortable, productive home office.
• Learning & development: Annual budget for coaching, certifications, and conferences.
• Co-working allowance: Annual budget to work from co-working spaces if there are no deskbird hubs close by.