Technical Account Manager

ABOUT CERTN

At Certn, we’re changing how trust works with The World’s Easiest Background Check. We’ve raised $127M+, earned Deloitte Fast 50 recognition three years in a row, and we’re still only scratching the surface.

Our goal is straightforward: help people move faster - into jobs, homes, and opportunities - by simplifying the path to trust. We’re not a traditional background screening company.

We’re a team of curious, collaborative builders who care about solving real problems for real people. We challenge each other, move fast, and have fun doing it.

If you want to grow, make an impact, and help shape products used by millions, this is your place. Let’s build what’s next, together.

ABOUT THE ROLE

Reporting to the Senior Manager, Customer Success, the Technical Account Manager serves as the primary technical advisor for reseller and partner customers implementing and integrating our platform with their existing technology ecosystem by guiding them through implementation, API integrations, and ongoing platform optimization.

The Technical Account Manager will work closely with Customer Success, Sales, Product, and Engineering to design integration solutions, troubleshoot technical challenges, and ensure customers successfully adopt and maximize the value of our platform. By translating complex technical concepts into clear, actionable guidance to accelerate time-to-value, strengthen customer relationships, and drive long-term satisfaction and retention.

KEY RESPONSIBILITIES

CUSTOMER INTEGRATION CONSULTING

• Serve as the primary technical point of contact during customer onboarding and implementation.

• Lead technical discovery sessions, understand customer architecture, recommend integration approaches, and guide customers through API implementation and best practices.

TECHNICAL SUPPORT & TROUBLESHOOTING

• Investigate and resolve complex API, authentication, and integration issues.

• Collaborate with Engineering to identify root causes, communicate resolutions, and ensure timely issue resolution while maintaining excellent customer communication.

• Manage and resolve inbound technical inquiries received via Jira, triaging requests related to specific client needs, tracking time-to-response and time-to-close, and joining customer calls when technical depth is required.

CROSS-FUNCTIONAL COLLABORATION

• Partner with Customer Success, Sales, Product Management, and Engineering to support implementations, provide technical expertise during the customer cycle when required, escalate product enhancement opportunities, and improve the overall customer experience.

DOCUMENTATION & ENABLEMENT

• Create and maintain integration documentation relative to the customer base records (any customisation), technical guides, API examples,implementation playbooks, and internal knowledge base articles.

• Educate customers and internal teams on integration capabilities and best practices.

CONTINUOUS IMPROVEMENT

• Analyze common integration challenges, identify process improvements, recommend enhancements to APIs and implementation workflows, and contribute to scaling technical customer success processes.

KEY QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience

• Demonstrated experience in a customer-facing technical role, with exposure to solution design, technical troubleshooting, implementation support, or customer enablement

BONUS

• Advanced technical education or equivalent hands-on industry experience.

• Experience working in SaaS, HR Technology, Payroll, Workforce Management, or Enterprise Software environments.

• Cloud certifications (AWS, Azure, Google Cloud), API or integration platform certifications, or project management certifications.

If you meet most, but not all, of the qualifications listed above, we still encourage you to apply. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspective that brings.

OUR CULTURE

Certn is a remote-first company with a high-performance edge. We value hustle, hunger, and helping each other win - but we also have a strict no-jerk policy. Ambition here is about lifting people up, not stepping on toes.

• We think like owners and execute with urgency.

• We’re customer-obsessed and always learning.

• We give real feedback and hold each other to high standards.

WHAT'S IN IT FOR YOU?

• 32 days of paid time off per year

• Company-paid benefits that start on day 1

• Remote-friendly and supportive flexible remote arrangements

• Work-from-home allowance

• Professional development budget

• And a few more goodies!

COME AS YOU ARE

We’re committed to building a workplace that’s diverse, inclusive, and empowering for all. If you need accommodations to support any special needs at any stage of the recruitment process, just let us know - we’ve got you.

ONE LAST THING…

Just so you know, the selected candidate will be required to complete a background check. This means you will get to see first hand what we do, and trust us, we do it REALLY well!

HOW WE HIRE

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.

This posting is for a current, open position within Certn.

This opportunity is offered through HighlightTA, the on-demand talent team supporting Certn’s growth.

Connect with us and learn more: Certn on LinkedIn https://www.linkedin.com/company/certn/posts/?feedView=allHighlightTA on LinkedIn https://www.linkedin.com/company/highlightta/