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.