Technical Solution Architect for Customer Experience

3 days ago

Bengaluru, Karnataka, India Kapture CX Full time
About Kapture CX

Kapture CX is a pioneering force in Customer Experience (CX) automation, empowering businesses to deliver exceptional support, streamline operations, and drive growth through AI-powered automation. As we expand our presence, we seek driven, technical, and client-focused professionals to join our team as Technical Account Managers (TAMs).

Role Overview

As a Technical Account Manager, you will be the trusted technical advisor and problem-solver for our clients, ensuring their success in utilizing Kapture's platform. Your responsibilities will include managing complex technical issues, implementing solutions, and providing world-class customer service. You will collaborate closely with both internal teams and clients to maintain high levels of customer satisfaction and build long-lasting relationships.

Key Responsibilities:
  • Client Onboarding & Integration Support
    • Provide expert guidance and hands-on support during client onboarding to ensure seamless integration with Kapture's platform.
    • Collaborate with clients to understand their technical requirements and recommend tailored solutions to address their business needs.
    • Lead API integrations, leveraging tools like Postman, cURL, and JSON payloads to ensure smooth system interactions.
  • Technical Support & Troubleshooting
    • Act as the primary point of contact for technical queries, issues, and escalations from clients.
    • Investigate and resolve technical issues quickly, working with internal engineering and product teams to provide timely solutions.
    • Utilize tools like Kafka (event streaming), Grafana (performance monitoring), and Sentry (error tracking) to diagnose and address technical problems proactively.
  • Client Relationship Management
    • Build strong, trusted relationships with clients, acting as their advocate within Kapture.
    • Provide regular updates and technical insights to clients, ensuring they are informed about the platform's features, updates, and improvements.
    • Manage ongoing client communication, keeping clients satisfied and ensuring their technical needs are met consistently.
  • Proactive Technical Strategy & Optimization
    • Identify opportunities to optimize client processes through Kapture's solutions, offering technical recommendations for improvements.
    • Conduct periodic health checks and performance reviews to ensure clients are fully leveraging the platform's capabilities.
    • Develop and deliver tailored strategies to ensure clients achieve maximum ROI on their investment in Kapture's platform.
  • Collaboration & Cross-Functional Support
    • Collaborate with Sales, Product, Engineering, and Support teams to ensure alignment and smooth delivery of technical solutions.
    • Provide technical insights and feedback to the product team to influence the development of new features and enhancements.
    • Assist in the creation and refinement of technical documentation, including troubleshooting guides, best practices, and knowledge base articles.
  • Documentation & Reporting
    • Maintain accurate and detailed records of client interactions, technical issues, and resolutions.
    • Prepare regular reports on client health, open issues, and overall satisfaction, providing leadership with valuable insights into account status.
    • Document Root Cause Analyses (RCAs) for significant incidents and ensure that corrective actions are tracked and implemented.
What You'll Need in Your Toolkit:
  • API Integration Expertise

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