Technical Account Manager

ABOUT ASTRA Astra is building mission-critical infrastructure for moving money at scale. Our platform processes billions in annual transaction volume with 99.9%+ uptime, powering real-time transfers, bank debits, card disbursements, and complex financial compliance systems. We provide APIs and automation tools that enable businesses to move money programmatically while maintaining strict regulatory requirements. THE ROLE At Astra, a Technical Account Manager is the first line of technical troubleshooting for our customers. This person will respond to inbound inquiries, investigate and resolve integration issues, aid in technical client configurations, and provide clear guidance and support to customers and internal teams. They will work hands-on in technical environments to trace errors, diagnose problems, and escalate when necessary. The role requires strong problem-solving skills, comfort with technical systems, and the ability to translate complex issues into clear solutions for customers. SCHEDULE & TIME ZONE This role requires working hours of 12:00 AM – 9:00 AM Eastern Time (ET), providing overnight coverage for Astra’s platform and customers. This schedule aligns naturally with UK and EU business hours, making candidates in those time zones a strong fit. North American and other candidates are also welcome if they are committed to this shift. WHAT YOU'LL DO - Serve as a front-line technical contact by answering customer support inquiries, troubleshooting integration issues, and payment ops. - Partner closely with the Integrations team to support onboarding of new customers, helping them configure and validate integrations. - Contribute to Astra’s knowledge base by writing and improving technical documentation, FAQs, and guides to streamline customer self-service. - Collaborate with the Integrations and Engineering teams on new product solutions, providing feedback from customer interactions and assisting with testing and validation. - Investigate issues and other technical environments, identifying root causes and escalating complex problems when necessary. - Act as a bridge between customers and the integration and engineering teams, translating technical details into clear, actionable communication. WHAT WE'RE LOOKING FOR REQUIRED EXPERIENCE - 1–3 years of experience in a technical support, integration, or solutions engineering role (startup or fintech experience a plus). - Familiarity with cloud platforms (preferably Google Cloud Platform) and comfort navigating logs, APIs, and technical tools. - Strong troubleshooting skills and the ability to investigate and resolve integration or data flow issues. - Excellent written and verbal communication skills — able to translate complex technical concepts into clear, customer-friendly explanations. - Experience with support systems like Zendesk (or similar ticketing platforms). - A collaborative mindset with the ability to work cross-functionally with Engineering, Product, and Customer Success teams. - A proactive, detail-oriented approach and willingness to document solutions and processes for future use. - Proactive mindset - you seek out ways to improve systems and enable others EDUCATION - Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field — or equivalent practical experience. TECHNICAL SKILLS - Monitoring: Experience with observability and alerting systems - Proficiency with cloud platforms, ideally Google Cloud Platform (GCP) - Understanding of APIs, data integrations, and common troubleshooting workflows - Experience with ticketing systems (Zendesk, Jira, or similar) - Comfort working with logs, SQL queries, and basic debugging tools - Strong documentation skills for both internal and customer-facing materials BONUS TECHNICAL SKILLS - Cloud Infrastructure: GCP (App Engine, Firestore, Cloud Functions, IAM, Pub/Sub, BigQuery) - Infrastructure as Code: Terraform, CloudFormation, or similar - CI/CD: GitHub Actions, CircleCI, or simil