Senior Technical Account Manager

Assured is on a mission to modernize insurance by providing large insurers with software solutions for claims processing, from self-service claim-filing software to backend fraud detection. We're looking for a Senior Technical Account Manager to join our Support team in Client Engagement. In this role, you'll turn inbound customer activity into clear action, stronger operations, and better customer outcomes, sitting at the intersection of Client Engagement, Product, and Engineering to triage complex issues, identify patterns and opportunities, and connect support activity to broader projects and strategic initiatives. You'll also serve as a key voice of the customer, helping the business understand what customers are experiencing and where we can improve.

Responsibilities

Distill and triage complex issues with strong judgment; act as an air traffic controller across the organization by routing issues with context, urgency and recommended next steps; turn inbound activity (tickets, customer questions, escalations, support trends) into useful signals and opportunities; connect support activity to broader projects, launches and priorities; support Program Managers and project teams with activity that may impact active projects, and provide support on strategic projects as needed; strengthen the support operating model by building and maintaining processes, documentation, dashboards, workflows and feedback loops; surface trends, risks and recurring friction; create trust across Client Engagement, Product and Engineering; improve the quality of handoffs and escalations; build systems such as internal knowledge, support playbooks, routing logic, issue summaries and process documentation; bring clarity by distinguishing what needs immediate action, monitoring, or broader improvement work

Requirements

Strong communicator; comfortable working cross-functionally in a fast-moving, ambiguous environment; curious and investigative; organized and operationally sharp; can solve problems without a script; strong operational judgment (knowing when to escalate, gather context, involve another team, or contain an issue); communicates clearly and practically (concise ticket summaries, escalation notes, internal updates, follow-ups); can context switch without losing track of priorities and ownership; uses AI tools as leverage while bringing critical thinking, emotional intelligence, situational judgment and follow-through; comfortable being technical-adjacent (understanding product behavior, technical constraints, logs or screenshots, user workflows)

Nice to have

Does not need to be an engineer; understanding of product behavior and technical constraints; familiarity with logs or screenshots; enough system context to ask smart questions

Benefits

Competitive salary and equity packages; Platinum medical, dental and vision healthcare plan; free life insurance including long-term and short-term disability; unlimited PTO with uncapped vacation days and paid holidays; family leave for maternity and paternity; 401(k) with 3% company contribution regardless of employee contribution; WFH benefits including lunch 2x/week, monthly phone stipend and other home office perks; health FSAs and HSAs; team events and offsites