HiringCafe
Posted 1mo ago

Technical Account Manager - TestRail

@ Sembi
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Portugal
RemoteFull Time
Responsibilities:Technical support & support
Requirements Summary:Excellent English, Windows and Linux servers proficiency, strong web tech and networking knowledge, self-motivated, customer-oriented, and able to de-escalate blockers; collaborative with internal teams; familiar with software testing methodologies.
Technical Tools Mentioned:Zendesk, HubSpot, Jira, TestRail, Jenkins, GitLab, Azure DevOps, REST API, CLI, Windows, Linux, SQL
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Job Description

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.

Technical Integrations & Ecosystem

  • 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.

Requirements

  • 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.