Technical Account Manager
About the Role
Bolster has partnered with a major technology provider (the “Partner”) to offer a white-labeled version of our brand protection solution to the Partner's customer base. We're hiring a Technical Account Manager (TAM) to act as the primary technical liaison between Bolster and the Partner, making sure customers who purchase our solution through this partnership get the support they actually need — especially when that need falls outside what the Partner provides at no additional cost.
The Partner supports its customers through several layers: a Service Account Manager who handles account, billing, and user-management matters; a baseline technical support team that provides break-fix support; paid integration packages that help with configuration and training; and a range of paid professional/managed services offering deeper technical support and named account resources. This TAM will need to understand that structure well enough to know exactly where the Partner's support ends and where Bolster needs to step in — and then be the one who steps in.
This same TAM will also support named enterprise and strategic accounts sold directly by Bolster, acting as the primary product expert on calls alongside our enterprise Customer Success Managers to drive product adoption and expand how customers use the platform. In practice, this is a dual-motion role: one foot in the Partner's support ecosystem, one foot embedded with Bolster's own enterprise book of business.
Work Authorization: Candidates must be authorized to work in the United States. We are not able to sponsor visas or provide employment-based immigration support for this position now or in the future.
What You'll Do
- Serve as Bolster's primary point of contact for the Partner's account and support teams — Service Account Managers, baseline technical support, and professional/managed services teams — on everything related to our white-labeled product.
- Learn and navigate the Partner's tiered support model well enough to identify, for any given customer issue, whether it's covered by the Service Account Manager, baseline technical support, a paid integration package, or a professional/managed services offering — or whether it isn't covered by the Partner at all.
- Work with the Partner's professional/managed services teams to clarify which of our products and services fall within scope of each service package, and fill in context where their teams need it.
- Act as the escalation point when a customer needs help beyond what the Partner provides for free: for example, deeper product configuration, ongoing tuning, or hands-on help that isn't included in a paid integration or in baseline technical support.
- Support onboarding and managed integrations for the solution, including training customers both on initial setup and on ongoing maintenance — e.g., configuring automated takedowns and maintaining protected assets over time.
- Track recurring support themes and pain points across accounts, and feed that back to our product, sales, and customer success teams so we can improve documentation, packaging, and pricing over time.
- Build strong, collaborative relationships with the Partner's account managers, support engineers, and services staff so that handoffs and escalations stay smooth on both sides.
Supporting Bolster's Enterprise Accounts
- Serve as the dedicated technical resource for a portfolio of named enterprise and strategic accounts sold directly by Bolster, working in lockstep with each account's Customer Success Manager.
- Join CSM-led customer calls as the product expert — answering technical questions, unblocking issues in real time, and spotting opportunities to expand how the customer uses the platform.
- Help enterprise customers configure and tune Bolster's monitoring and takedown workflows — across domains, social media, app stores, marketplaces, and the dark web — to fit their brand's specific risk profile.
- Stay current on the