Technical Account Manager - US (m/f/d) - Health tech / AI

💡 Your Mission: Be the technical backbone of our US launch

As our Founding Technical Account Manager (US), you are the first dedicated customer-facing technical hire for the US market - and the single clear technical owner for our first US customers across their entire lifecycle: implementation, technical setup, rollout support, ongoing troubleshooting, and continuous improvement.

This is a true founding role. You'll operate as a one-person Swiss army knife across Technical Support and Solutions Engineering - solving hands-on today, and building the playbooks, documentation, and processes that a whole US technical operations team will run on tomorrow.

🚀 Your Daily Business - No two days are alike

• Own technical planning and setup end-to-end for new US customers and rollouts - from the first technical scoping call through go-live and steady-state usage

• Own inbound customer & technical support for the US market: every US support request has a clear owner - you triage, troubleshoot, resolve, or escalate within agreed response expectations

• Diagnose ambiguous issues hands-on across our app, backend, customer-side IT (networks, devices, MDM), and system integrations - and keep customers clearly informed along the way

• Build the US playbook from scratch: setup and support documentation, escalation paths, response standards, and recurring-issue tracking that future US hires will ramp on

• Be the technical voice of the US customer: categorize escalations and recurring blockers and feed them back into Product & Engineering

• Coordinate across time zones: work with our European Support, Solutions Engineering, and Product teams to build global standards while localizing playbooks to fit the US market

• Turn learnings into leverage: identify the most common technical blockers in the US market and translate them into better processes, documentation, and product feedback

🤝 Your Skillset - What you bring to the table

• Several years of experience in technical support, solutions engineering, technical account management, or implementation - ideally in B2B SaaS, health-tech, or another operationally complex environment

• Hands-on technical troubleshooting skills: you're comfortable working with logs, APIs, integrations, networking fundamentals, and device/MDM setups - and you can isolate a fault across systems that don't belong to you

• Founding-role autonomy: you thrive with high ownership and low structure - you build processes and documentation where none exist yet, without waiting to be asked

• Excellent communication across audiences: you can walk a non-technical facility administrator through a fix with patience and warmth, then hand engineering a precise, reproducible bug report

• Structured under pressure: you manage many customers and open cases without losing overview - and you use data and dashboards to spot patterns, track recurring issues, and prove things are improving

• Based remote in the US, with authorization to work in the United States - and willing to travel to customers when a rollout or escalation needs you on-site