Technical Account Manager (Weekend)

United States Digital Space LLC; United States; Remote; USD 92,000 - 138,000; Full time

Benefits offered by this job

Equity

Bonus

Health, Dental & Vision

Job summary

United States Digital Space LLC is hiring a Technical Account Manager for our remote, full-time Customer Success team. You will be the primary escalation point for Enterprise accounts, delivering high-touch, technically fluent support and proactive incident management.

You will partner with Success, Engineering, Product, and Security to resolve complex issues, document root causes, and improve playbooks while ensuring a world-class customer experience.

Qualifications

• Experience supporting enterprise or regulated software with high-level stakeholders.
• Ability to troubleshoot complex systems and communicate clearly with customers.
• Demonstrated ownership for customer outcomes in fast-paced environments.

Responsibilities

• Own high-severity and complex support cases for Enterprise accounts.
• Triage and resolve urgent issues with cross-functional coordination.
• Maintain account context and communicate impact and next steps.
• Provide real-time technical support to senior customer stakeholders.

Skills

Enterprise software

Escalation management

Technical communication

Stakeholder management

High-severity support

Cross-functional collaboration

Tools

Incident management frameworks

On-call processes

Job description

Location Remote

Employment Type Full time

Location Type Remote

Department Customer Success

Compensation

• $92K – $138K
• Offers Equity
• Offers Bonus

*Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.*

Why the company

At the company, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. With 1500+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

At the company, the future of professional services is being written today — and we’re just getting started.

Role Overview

As the company continues to scale its premium customer offerings, we are hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch, technically fluent support resource for the company’s most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues.

The Technical Account Manager strengthens the company’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience.

What You'll Do

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications.
• Provide real-time, hands‑on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead clear and proactive incident communications, translating technical updates into customer‑specific impact, expectations, and next steps.
• Participate in incident response workflows, including severity classification, escalation handling, and post‑incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner closely with Customer Success Managers to enhance the company’s post‑sale technical engagement and overall customer experience.

What You Have

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account‑facing roles. Proven experience engaging and managing high‑level stakeholders both internally and externally.
• Exceptional attention to detail with the ability to manage and resolve complex, multi‑layered support cases
• Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams. Ability to bridge technical and non‑technical communication by translating complex back‑end and front‑end concepts into clear, accessible language for customers
• Deep customer obsession and ownership mindset — end‑to‑end accountability for customer outcomes and going beyond issue resolution to actively champion the customer’s long‑term success with the product.
• Exceptional judgment under pressure, with comfort operating in high‑severity, time‑sensitive, and confidential situations.
• Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
• Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
• Highly collaborative mindset and strong partnership orientation with Customer Success and cross‑functional teams.
• Comfort operating in ambiguity and contributing to process‑building in a fast‑scaling environment.

Nice to Have

• Experience supporting AI‑powered, data‑intensive, or security‑and‑compliance‑sensitive products.
• Familiarity with incident management frameworks, on‑call models, or escalation playbooks.
• Prior experience working with law firms or professional services organizations.

Compensation

$92,000 - $138,000 USD

Applicant Privacy Notice

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here.

*the company is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.*

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [e-mail]