Technical Account Manager

Bolster; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Bolster is seeking a Technical Account Manager to act as the primary technical liaison between Bolster and a major technology Partner. You will ensure customers get the right support, stepping in where Partner support ends, while also supporting Bolster's own enterprise accounts as the product expert on calls with Customer Success Managers.

This role involves navigating the Partner's tiered support model, clarifying which services fall under which package, and escalating when deeper

Qualifications

• Experience in technical account management or related customer-facing technical roles.
• Experience with channel partners, resellers, or white-label models.
• Ability to coordinate between partner teams and Bolster’s enterprise book of business.

Responsibilities

• Serve as Bolster's primary technical liaison for Partner accounts and Bolster's enterprise customers.
• Identify scope boundaries between Partner support and Bolster, and manage escalations accordingly.
• Assist onboarding and managed integrations, including configuration and maintenance workflows.
• Collaborate with Partner teams to align products and services with service packages and pricing.

Skills

Technical Account Management

Solutions Engineering

Customer Success Engineering

Channel partner experience

Enterprise account management

Job description

About the Role

Bolster has partnered with a major technology provider (the “Partner”) to offer a white-labeled version of our brand protection solution to the Partner's customer base. We're hiring a Technical Account Manager (TAM) to act as the primary technical liaison between Bolster and the Partner, making sure customers who purchase our solution through this partnership get the support they actually need — especially when that need falls outside what the Partner provides at no additional cost. The Partner supports its customers through several layers: a Service Account Manager who handles account, billing, and user‑management matters; a baseline technical support team that provides break‑fix support; paid integration packages that help with configuration and training; and a range of paid professional/managed services offering deeper technical support and named account resources. This TAM will need to understand that structure well enough to know exactly where the Partner's support ends and where Bolster needs to step in — and then be the one who steps in. This same TAM will also support named enterprise and strategic accounts sold directly by Bolster, acting as the primary product expert on calls alongside our enterprise Customer Success Managers to drive product adoption and expand how customers use the platform. In practice, this is a dual‑motion role: one foot in the Partner's support ecosystem, one foot embedded with Bolster's own enterprise book of business.

Work Authorization: Candidates must be authorized to work in the United States. We are not able to sponsor visas or provide employment-based immigration support for this position now or in the future.

What You'll Do

• Serve as Bolster's primary point of contact for the Partner's account and support teams — Service Account Managers, baseline technical support, and professional/managed services teams — on everything related to our white‑labeled product.
• Learn and navigate the Partner's tiered support model well enough to identify, for any given customer issue, whether it's covered by the Service Account Manager, baseline technical support, a paid integration package, or a professional/managed services offering — or whether it isn't covered by the Partner at all.
• Work with the Partner's professional/managed services teams to clarify which of our products and services fall within scope of each service package, and fill in context where their teams need it.
• Act as the escalation point when a customer needs help beyond what the Partner provides for free: for example, deeper product configuration, ongoing tuning, or hands‑on help that isn’t included in a paid integration or in baseline technical support.
• Support onboarding and managed integrations for the solution, including training customers both on initial setup and on ongoing maintenance — e.g., configuring automated takedowns and maintaining protected assets over time.
• Track recurring support themes and pain points across accounts, and feed that back to our product, sales, and customer success teams so we can improve documentation, packaging, and pricing over time.
• Build strong, collaborative relationships with the Partner's account managers, support engineers, and services staff so that handoffs and escalations stay smooth on both sides.

Supporting Bolster's Enterprise Accounts

• Serve as the dedicated technical resource for a portfolio of named enterprise and strategic accounts sold directly by Bolster, working in lockstep with each account's Customer Success Manager.
• Join CSM‑led customer calls as the product expert — answering technical questions, unblocking issues in real time, and spotting opportunities to expand how the customer uses the platform.
• Help enterprise customers configure and tune Bolster's monitoring and takedown workflows — across domains, social media, app stores, marketplaces, and the dark web — to fit their brand's specific risk profile.
• Stay current on the broader digital‑risk and fraud‑protection landscape so you can speak credibly to how Bolster fits alongside a customer's other security and brand‑protection investments.
• Be the product expert on customer calls and continue to learn about adjacent technologies and services in the fraud space.

What We're Looking For

• Experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, or a similar customer‑facing technical role.
• Experience working within a channel partner, reseller, or white‑label business model — ideally with a large enterprise technology partner.
• Comfortable supporting a portfolio of enterprise or strategic accounts alongside a Customer Success team, in addition to partner‑sourced customers — this role covers both motions.
• Solid understanding of tiered SaaS support models (break‑fix vs. professional services vs. managed services vs. account management).
• Strong communicator, comfortable acting as the bridge between teams — and between companies — and translating between business…