Sr. Technical Account Manager, Enterprise (Pacific Time)

About Zapier

We're humans who simply think computers should do more work.

At Zapier, we’re not just making software—we’re building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. You’ll collaborate with brilliant people, use the latest tools, and leverage the flexibility of remote work. Your work will directly fuel our customers’ success, and as they grow, so will you.

Job Posted: 04/29/2025

Location: North America (PST working hours required)

Hi there!

Zapier’s on a mission to make everyone more productive at work. We help people automate the boring and repetitive parts of their day so they can focus on meaningful work. We’re looking for a Sr. Technical Account Manager to join our growing Enterprise team. In this role, you’ll work directly with our most strategic customers, helping them design scalable workflows, troubleshoot technical issues, and build long-term automation strategies that drive business success.

Our Commitment to Applicants

• Culture and Values at Zapier

• Zapier Guide to Remote Work

• Zapier Code of Conduct

• Diversity and Inclusivity at Zapier

About You

• You’re deeply experienced in technical customer support for upmarket or Enterprise customers. You’ve spent 7+ years working in API support, SaaS environments, or consulting roles where solving complex technical challenges was the norm.

• You have strong technical acumen. You can confidently read logs, debug highly technical workflows, and interpret error messages. You’re comfortable navigating the backend of systems and can troubleshoot issues that go far beyond surface-level symptoms.

• You understand how webhooks, APIs, and authentication schemes work. You can explain these concepts to both technical and non-technical stakeholders and aren’t afraid to dive into a payload or script to figure out what’s wrong.

• You’re familiar with common programming languages and coding concepts. You may not be a developer, but you can confidently read, understand, and debug basic code. Bonus points if you’ve got working knowledge working with JavaScript or Python, especially in automation or data transformation use cases.

• You’ve worked closely with Enterprise customers and understand how their needs differ from self-serve or SMB segments. You tailor your approach to stakeholders with varied technical backgrounds and build trust by providing reliable and scalable solutions.

• You’re an excellent written and verbal communicator. Whether it’s live on a Zoom call or documenting your findings, you convey complex information in clear and useful ways.

• You love collaborating. From Sales and Success to Product and Engineering, you know how to partner cross-functionally to resolve issues and advocate for customer needs.

• You’re passionate about automation. You stay up-to-date on industry trends and get excited about helping customers unlock value with Zapier.

Things You’ll Do

Technical Support and Troubleshooting:

• Provide 1:1 priority support for Enterprise customers, resolving business-critical issues promptly and effectively.

• Offer comprehensive technical guidance and troubleshooting assistance through multiple channels such as scheduled Zoom calls, email, and support tickets.

• Develop and present action plans and use case visualizations to assist customers in designing efficient workflows using Zapier.

Customer Relationship Management:

• Build and maintain strong relationships with assigned customers and multiple stakeholders, acting as their dedicated support representative and internal advocate.

• Sched