Technical Account Manager, APAC

BioCatch; Sydney; Remote; AUD 150,000 - 200,000; Full time

Job summary

BioCatch is seeking a Technical Account Manager (TAM) for APAC, based in Australia with remote flexibility and up to 10% travel. You’ll be the technical partner for our top-tier enterprise customers, ensuring they maximize value from our behavioral biometrics fraud prevention platform.

As trusted advisor, you’ll own the health of the accounts, coordinate with product, engineering and support, lead incident management, perform RCA, and drive adoption through technical guidance and ROI-focused

Qualifications

• 3+ years in a technical, customer-facing role.
• Deep understanding of enterprise SaaS.
• Proficiency in scripting for troubleshooting.
• Familiarity with SQL, Elastic, Snowflake, Tableau or PowerBI.
• Strong communication for executive stakeholders.
• Experience in the financial services or fraud prevention sectors (preferred).

Responsibilities

• Serve as the primary technical contact for enterprise customers.
• Lead incident resolution and root-cause analysis.
• Monitor environment health and governance with SLAs.
• Drive platform upgrades, integration changes, and feature rollouts.
• Educate customer teams to drive adoption and ROI.
• Contribute to internal knowledge bases and self-service capabilities.

Skills

Customer-facing

Technical account management

SaaS expertise

API architectures

Scripting (JS Python)

Data analytics

Communication

Tools

SQL

Elastic

Snowflake

Tableau

PowerBI

APIs

Job description

BioCatchis the leader inBehavioralBiometrics, a technology thatleveragesmachine learning toanalyzean online user’s physical and cognitive digitalbehaviorto protect individuals online.BioCatch’smission is to unlock the power ofbehaviorand 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 onBioCatchConnect™ to combat fraud,facilitatedigital transformation, and grow customerrelationships..BioCatch’sClient Innovation Board, an industryled initiative including American Express, Barclays, Citi Ventures, and National Australia Bank, helpsBioCatchtoidentifycreative andcuttingedgeways toleveragethe unique attributes ofbehaviorfor fraud prevention. With over a decade ofanalyzingdata, more than 80 registered patents, and unparalleled experience,BioCatchcontinues to innovate to solve tomorrow’s problems. For more information, please visitwww.biocatch.com.

Position: Technical Account Manager, APAC

Location:Australia, Remote |Travel:Up to 10%

About the Role

We are seeking a highly skilledTechnical Account Manager (TAM)to join our APAC 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.
• 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.

BioCatchis the leader inBehavioralBiometrics, a technology thatleveragesmachine learning toanalyzean online user’s physical and cognitive digitalbehaviorto protect individuals online.BioCatch’smission is to unlock the power ofbehaviorand 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 onBioCatchConnect™ to combat fraud,facilitatedigital transformation, and grow customerrelationships..BioCatch’sClient Innovation Board, an industryled initiative including American Express, Barclays, Citi Ventures, and National Australia Bank, helpsBioCatchtoidentifycreative andcuttingedgeways toleveragethe unique attributes ofbehaviorfor fraud prevention. With over a decade ofanalyzingdata, more than 80 registered patents, and unparalleled experience,BioCatchcontinues to innovate to solve tomorrow’s problems. For more information, please visitwww.biocatch.com.

Position: Technical Account Manager, APAC

Location:Australia, Remote |Travel:Up to 10%

About the Role

We are seeking a highly skilledTechnical Account Manager (TAM)to join our APAC 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

• 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.

Other

• 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.