Staff Technical Account Manager II

(location)Remotelead

Technical Support EngineerCustomer

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Quick Summary

Requirements Summary

8+ years of progressively advanced experience in a highly technical, customer-facing, post-sales role at a SaaS company, preferably having supported customers’ data infrastructure, AI/ML pipelines,

Technical Tools

Technical Support EngineerCustomer

Transcend is seeking a Staff Technical Account Manager II (Staff TAM II) to serve as the senior technical anchor across a named portfolio of top-ARR, strategic customer accounts. As a Staff TAM, you will own the long-term technical health and strategy of these accounts. This role will dive deep into untangling multi-system incidents, surfacing architectural risk before it reaches production, and advising customers on how to evolve their Transcend implementation as their business and tech stack change.

Responsibilities

~2 min read

→Own the ongoing technical health of Transcend’s most strategic accounts throughout the customer lifecycle, serving as the senior technical partner to customer leadership (e.g., Engineering leaders, Digital leaders, CIO, CTO, CISO), helping them plan how Transcend fits into multi-year data and privacy initiatives
→Conduct live weekly technical check-in sessions, quarterly technical business reviews, and semi-annual roadmap-alignment sessions with key customer stakeholders to ensure customers remain unblocked, technically confident, and aware of anything new or requiring attention in their environment
→Lead proactive, in-depth architecture and health reviews across the customer's full Transcend footprint and connected systems post-implementation, evaluating integration patterns, data flows, authentication, and infrastructure choices to surface risks before they hit production, driving remediation alongside Support Engineering and recommending specific changes to improve reliability and implementation maturity
→Drive complex, high-visibility escalations to resolution, taking accountability for multi-day, multi-team incidents that pull in Engineering, Sales, Product, Support Engineering, and executive stakeholders
→Identify cross-account technical patterns, surfacing systemic gaps that require product investment and partnering with Product and Engineering as a trusted technical advocate to inform the roadmap
→Use observability tooling to investigate error rates, latency, and integration health across the customer's footprint, correlating findings into a clear technical narrative
→Engineer mutual success frameworks that translate each customer's objectives into a concrete technical adoption roadmap, driving feature adoption, usage depth, and implementation maturity, as well as surfacing the expansion opportunities that follow
→Feed technical insight into renewal and expansion conversations for the accounts in your portfolio, ensuring Sales has a clear-eyed view of technical risk and opportunity
→Mentor peer TAMs and Support Engineers on complex investigations, customer engagement, and technical storytelling, sharing your approach on the hardest technical work in the portfolio

Requirements

~1 min read

8+ years of progressively advanced experience in a highly technical, customer-facing, post-sales role at a SaaS company, preferably having supported customers’ data infrastructure, AI/ML pipelines, data platforms, or data governance
Bachelor’s degree in Information Systems, Data Science, Computer Science, or equivalent experience
Ability to travel up to 25%
Strategic Account Ownership and Executive Presence: Has owned the technical relationship of strategic customer accounts (Fortune 500 preferred) and is comfortable operating in front of customer-side data engineering and governance teams, AI/ML leaders, architects, and C-level stakeholders (e.g., CIO, CTO)
Commercial Mindset: Knows how to connect technical work to business value, ROI, and account expansion; can directly influence renewal and expansion outcomes through technical advisory, ensuring the technical narrative makes the commercial case without stepping into a sales role
Technical Proficiency: Strong familiarity in at least 4 of the 5 technical areas:
- - Client-Side: Command of HTML/CSS and hands-on experience reading and debugging client-side JavaScript, with the ability to diagnose client-side site behaviors and hold your own in technical conversations
  - Server-Side: Fluency in backend development, including reading and debugging server-side JavaScript (bonus points for TypeScript), working with data stores, queuing systems, CRON jobs, and authentication patterns
  - Networking: Understanding of networking fundamentals and how they affect application behavior, connectivity, and troubleshooting
  - Infrastructure: Familiarity with cloud infrastructure and tooling (AWS, GCP, Azure, Terraform, etc.) and general fluency with architectural considerations
  - API: Technical fluency with APIs (design patterns, integration, and debugging) and the ability to provide guidance on improvements
Proactive Operator: Strives for proactive solutions, particularly regarding identifying risks before they surface and closing the loop on long-running escalations without letting threads drop
Exceptional Communicator: Has proven ability to communicate with exceptional clarity and precision across very different audiences, translating deeply technical investigations into concise executive summaries, framing technical risks in terms of revenue impact, and going head-down with a customer’s engineering team on architecture specifics, often in the same day
Comfort with Ambiguity: Comfortable with navigating ambiguous or deeply technical problem spaces, using a combination of experimentation, pattern recognition, and systems thinking to move investigations forward
Remote-First Autonomy: You take ownership of your work, know when to write it up versus when to get on a call, and keep things moving across time zones without dropping context.

Nice to Have

~1 min read

Familiarity with ticketing and project systems like Linear, Asana, or Jira
Familiarity with the data governance and regulatory landscape (GDPR, CPRA, EU AI Act, sector-specific frameworks like HIPAA) and how privacy and compliance intersect with AI, personalization, and 1st-party data activation
Experience with log monitoring tools like Datadog and can use them to investigate issues across services

What We Offer

~3 min read

✓Our comprehensive compensation packages play a big part in how we recognize you for the impact you have on our path to bringing data rights to everyone.

✓The compensation pay range represents our reasonable expectation for this role. Individual pay is determined by multiple factors, including, but not limited to, experience, education, skillset, and geographic location.

✓This specific range applies to Tier 1 labor markets like the SF Bay Area and New York City; it may be adjusted based on the labor market in other geographic areas and the individual qualifications objectively assessed during the interview process.

✓Impactful work: We believe helping organizations use data responsibly while continuing to innovate is one of the defining challenges of the AI era. At Transcend, you'll help some of the world's most trusted brands navigate that challenge while shaping the future of trusted data use.

✓Autonomy and growth: You will have the trust and autonomy to drive initiatives from the start. As part of a fast-growing company, you'll have significant opportunities to shape the organization's direction and work across a diverse array of projects.

✓Dynamic environment: Transcend sits at the intersection of AI, data governance, privacy, and trust. As technology, regulations, and consumer expectations continue to evolve, so do the challenges enterprises face. Our team moves quickly, adapts constantly, and helps define how organizations responsibly use data in an AI-powered world.

✓Supportive culture: The people at Transcend are driven, kind, and know how to balance work, life, and memes. Ego has no place here. We learn from each other and maintain a strong support system while solving meaningful problems together.

✓Commitment to diversity and equal opportunity: We celebrate a diverse and inclusive workforce and consider all forms of diversity, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Our commitment ensures equitable employment opportunities, non-discrimination in all practices, and a workplace where every employee feels valued and respected. We also consider all qualified applicants with arrest and conviction records, as legally required.

✓Benefits & perks: Transcend employees enjoy a comprehensive benefits program that includes flexible PTO, parental leave, a 401(k) match, comprehensive medical, dental, and vision coverage, and competitive compensation packages that include employee equity. Learn more about our offerings here.

✓Remote-first by design: We believe great work can happen from anywhere. Transcend is a fully remote company built around flexibility, trust, and collaboration, with team members across geographies and time zones. We foster connection through metro hub meetups, team off-sites, and annual company retreats, while supporting day-to-day work with co-working and monthly meal stipends.

✓Community & well-being: We believe great companies invest in their people and the communities around them. Throughout the year, Transcend employees participate in volunteer opportunities, educational programming, and initiatives focused on wellbeing, inclusion, and social impact.

Transcend is the autonomous data decision platform powering the world's most trusted brands. We help enterprises navigate one of the defining challenges of the AI era: leveraging the data they hold on their users and customers responsibly while still moving fast. By encoding data use permissions directly into the systems that process customer data, Transcend creates a real-time source of truth for consent, preferences, and business rules, enabling organizations to unlock AI, personalization, and customer growth with confidence.

We're building the infrastructure behind trusted data use with a team that values curiosity, ownership, and technical excellence. If you're excited by complex, future-focused problems at the intersection of AI, data governance, privacy, and trust, you'll find plenty to tackle here.

Founded by Ben Brook and Mike Farrell, Transcend is a fully remote company backed by leading investors, including Accel, Index, 01A, StepStone Group, and HighlandX. We are proud to serve Fortune 500 companies and emerging category leaders and have been recognized as a Leader in IDC's MarketScape for Worldwide Data Privacy Compliance Software and twice named to the Deloitte Technology Fast 500™.

Learn more on our Customer Stories Page.