Technical Account Manager

ABOUT REO

Who we are

Reo.Dev is a modern revenue stack for Developer focused companies. We help Developer Tool companies identify which Engineering Teams have an Urgent need for their product and the highest likelihood of conversion. We capture and analyze a wide array of developer activity data from Github, Docs, Docker Installs, Communities, other dev specific sources and convert them to sales signals.

Read more here:https://app.notion.com/p/roverly/About-Reo-Dev-18c33e0c3ba2808280f8e4235365a052

Great! Now let’s talk about You and this Role!

What will you be working on?

Customer Enablement

• Support onboarding and configuration of customer integrations across APIs, CRMs, and data sources.
• Investigate and resolve integration and data issues using SQL, JSON, and API-based debugging.
• Collaborate with Customer Success Managers to provide technical clarity and ensure issue resolution within SLA.
• Write help document custom setups, configuration nuances, and recurring issues for knowledge sharing

Data & Technical Operations

• Execute SQL-based data validation, perform sync health checks, and verify mapping accuracy across systems.
• Proactively monitor data pipelines and customer usage metrics to identify anomalies or trends.
• Partner with Engineering and Product teams to reproduce and triage technical issues with detailed findings.
• Maintain internal records of tenant configurations, data mapping logic, and integration health status.

Performance & Quality Metrics

• Ensure response and resolution times are met for all customer issues as per defined SLAs.
• Track and report average TAT (Turnaround Time) and Resolution Time for technical cases.
• Identify recurring issues that impact SLA adherence and collaborate on automation or process improvements.
• Maintain a consistent focus on operational excellence and measurable customer satisfaction outcomes.

Insights & Process Improvement

• Use SQL and product data to prepare reports for QBRs, customer reviews, and internal performance tracking.
• Identify recurring issues and opportunities for automation or documentation improvements.
• Contribute to building and refining internal tools that streamline technical support workflows.

Cross-Functional Collaboration

• Work with Product and Engineering to communicate customer feedback and feature requests.
• Support Customer Success Managers in driving product adoption and data-driven account insights.
• Participate in internal syncs to continuously improve how the TAM function operates at scale

What You’ll Bring

• Proficiency in scripting with Python to automate routine workflows, parse logs, and handle data manipulation with AI.
• Working familiarity with AI/LLM concepts, integrating AI-driven APIs, or utilizing generative AI tools to streamline technical troubleshooting and workflows.
• 1-2 years of experience in technical support, customer success, or implementation engineering within a SaaS or technology company.
• Proficiency in SQL for querying, validating, and analyzing customer and product data.
• Working knowledge of APIs, JSON, and basic data integration concepts.
• Strong analytical and troubleshooting skills, able to identify patterns and resolve root causes.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Curiosity and drive to learn about customer environments, data systems, and integration logic.

Bonus Points For

• Experience with Salesforce, HubSpot, Segment, or similar CRM/automation tools.
• Exposure to data visualization tools (Metabase, Looker, Mode, etc.)
• Experience with tools like Hotjar, Logrocket, etc
• Prior experience in a B2B SaaS environment supporting enterprise or API-driven products

Why You’ll Love Working Here

• Exposure to complex, real-world data challenges across multiple enterprise integrations.
• Collaborative, customer-focused environment where your technical insights directly drive business outcomes.
• Opportunities to shape internal processes, automation, and data tooling that scale our Customer Success function.