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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.
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
