Technical Account Manager - TestRail

The TAM is a technical post-sales role dedicated to helping our Enterprise customers maximise the value they get from TestRail. You will serve as the primary technical point of contact, building long-term rapport with strategic accounts to resolve issues and demonstrate the value of the Enterprise tier. You act as a critical feedback loop between our top customers and the Product, R&D, and CS teams.

Key Responsibilities

Technical Support & Issue Resolution

• Manage and resolve all technical tickets for assigned strategic accounts.
• Provide deep-dive technical assistance (TestRail expertise) to resolve issues directly, minimizing escalations to R&D/DevOps.
• Sync with Sales, Pre-Sales, and Customer Success teams to ensure seamless transitions and understanding of specific customer needs.
• Maintain accurate records across Zendesk, HubSpot, Jira, and internal backends.

Strategic Growth & Account Health

• Develop and maintain technical success plans that align TestRail’s capabilities with the customer’s long-term business goals.
• Lead Technical Review sessions to analyze usage trends and ensure the customer is realizing maximum ROI.
• Proactively identify "at-risk" accounts and surface expansion opportunities (new teams or modules) to the Account Manager.
• Drive the adoption of advanced Enterprise features through tailored workshops sessions.

• Conduct screenshares and calls to address technical questions and gather product feedback.
• Synthesize customer pain points, feature requests, and usage trends for Product and Marketing teams.

• Advise customers on integrating TestRail with modern DevOps tools (Jenkins, GitLab, Azure DevOps).
• Assist customers in leveraging the TestRail REST API and CLI to automate test result reporting and build custom dashboards.
• Provide guidance on database management and performance tuning for TestRail Server (On-Premise) environments.
• Help customers map TestRail to their existing tech stack, including Jira and automation frameworks.
• Guide Server customers through complex upgrades to reach the latest version of TestRail, prioritizing efficient execution and the safety of all existing data.

• Excellent written and verbal English skills.
• Proficiency with Windows and Linux servers.
• Strong understanding of web technologies and networking.
• Self-motivated, customer-oriented, and capable of managing work against performance metrics.
• A "white glove" approach to de-escalating blockers and representing client interests internally.
• Strong interpersonal skills to collaborate effectively with both customers and internal Account Managers.
• Familiarity with software testing methodologies (BDD, TDD, Agile).

• Experience with at least one major scripting or programming language.
• Ability to provide honest, transparent feedback regarding product limitations to ensure a positive long-term user experience.