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AptEdge builds AI agents for B2B technical support that integrate with tools like Zendesk, Salesforce, ServiceNow, Slack, Jira, and Confluence. As a Senior Technical Account Manager, you will be the bridge between customers and the product, responsible for taking customers from contract to a fully operational, trusted AI agent workflow.
Your core responsibilities include:
**Customer Onboarding & Integration Setup**
You'll manage the end-to-end implementation process: setting up integrations, configuring SSO/SAML, coordinating with customer IT and admin teams, and running enablement sessions. You'll ensure customers' systems are properly connected and authenticated.
**Product Customization & Configuration**
You'll tune the AI agent's behavior for each customer—configuring what data it can access, how it communicates, writing runbooks that define how it resolves specific ticket types, and customizing branding and embeds. Most of this work is configuration-driven.
**Technical Problem-Solving**
When issues arise, you'll investigate root causes by tracing through data pipelines, logs, and databases. You'll distinguish between configuration problems and product bugs, and you'll write code to fix issues yourself rather than waiting for engineering. This includes building connectors, fixing ingestion pipelines, and creating internal tooling.
**Prompt Engineering & LLM Optimization**
You'll work directly with the live LLM-powered platform, understanding customer data deeply to build effective agentic workflows. You'll optimize prompts, search filters, ranking algorithms, and answer formatting to maximize agent performance.
**Customer Health & Expansion**
You'll monitor adoption metrics, usage patterns, and resolution rates. You'll identify stalled deployments early and know how to unstick them. You'll own the technical side of account expansion—scoping new use cases, discovering value, and coordinating with go-to-market and engineering teams.
**Cross-Functional Collaboration**
You'll work closely with the R&D team, carrying context between customer-facing and engineering perspectives. You'll ship code to the main repository following engineering contribution processes.
**Requirements**
- 5+ years in solutions, implementation, and backend engineering at a B2B SaaS company
- Hands-on experience supporting an LLM or RAG product in production with real customers
- Solid Python and TypeScript; comfort working in large codebases with engineering teams
- Enterprise identity experience (SAML, OAuth2, SSO) and third-party API integration
- Fluent written and spoken English for customer and engineering communication
- Availability for customer calls during US working hours
- Experience with cloud platforms (GCP/AWS) and debugging tools (Sentry, PagerDuty, etc.)
**Nice to Have**
- Admin/configuration experience in Zendesk, Salesforce Service Cloud, or ServiceNow
- Direct experience with production-grade retrieval-augmented generation systems
- Kubernetes or React web application background
- Understanding of the commercial side—how adoption drives renewal
- Support Engineer background
- Habit of owning problems end-to-end and identifying proactive opportunities
