About JetBrains

JetBrains creates intelligent software development tools used by more than 11 million professionals worldwide. Since our founding in 2000, we’ve focused on building products that help developers write better code faster and more efficiently. Today, 90 of the Fortune Global 100 companies rely on JetBrains tools.

We are a global company with over 2,500 team members working across Europe, the Americas, the Middle East, and Asia. We care deeply about meaningful work, long-term impact, and creating a collaborative environment where people can grow and do their best work.

About the role

We’re looking for a Technical Account Manager (TAM) to join our team and support our enterprise customers. In this role, you will be responsible for managing enterprise support engagements and professional services projects, ensuring customers receive high-quality technical guidance and a seamless service experience.

As a Technical Account Manager, you will serve as the primary technical point of contact for assigned accounts. You’ll work cross-functionally with Sales, Customer Success, Support, Engineering, and Product teams to drive successful outcomes and help customers achieve their technical and business objectives.

What you’ll do

• Partner closely with Account Executives, Customer Success Engineers, and Support Engineers to ensure customers receive timely and effective technical support.

• Manage the full lifecycle of enterprise support and professional services engagements, including project planning, setting expectations, tracking milestones, and ensuring on-time delivery.

• Act as the primary technical point of contact for assigned customers, handling escalations and coordinating internally to resolve issues within agreed service levels.

• Build trusted relationships with key stakeholders by understanding their technical environments, business goals, and long-term strategy.

• Lead regular account reviews to assess service performance, share insights, discuss upcoming initiatives, and recommend best practices.

• Oversee custom development and implementation projects, ensuring technical requirements, quality standards, and timelines are met.

• Identify and mitigate project risks, proactively addressing potential challenges and managing high-priority escalations when needed.

• Track and communicate project status, support metrics, and overall account health to both customers and internal stakeholders.

• Contribute to continuous improvement efforts by sharing customer feedback and identifying opportunities to enhance our enterprise support offerings.

What you bring

• 5+ years of experience in technical account management, solution architecture, project management, or a similar customer-facing technical role, preferably in an enterprise software environment.

• A strong technical background with solid understanding of software development lifecycles and modern development practices.

• Experience troubleshooting complex technical issues and coordinating cross-functional teams to drive resolution.

• Proven ability to manage multiple projects simultaneously, including planning, prioritization, resource coordination, and risk management.

• Strong organizational skills and the ability to navigate ambiguity in a fast-paced environment.

• A customer-focused mindset and a commitment to building long-term partnerships.

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At JetBrains, code is our passion. Since we started in 2000, we have strived to make the most effective developer tools on earth so developers can learn fast and make amazing things happen – with code. Customer Success Engineers (CSE) are technical points of contact for JetBrains customers. They work with the JetBrains product teams and customers to ensure that the products meet the needs of our enterprise users, helping our products retain their position as the best on the market.

Many of our customers begin with a set of strategic projects that grow into sizable partnerships. We are looking for Customer Success Engineers to build great technical relationships with our customers and grow JetBrains' business. We care deeply about the success of our customers and about the quality of our work. In addition to having a passion for working with others, the ideal candidate will be able to deepen our relationships with customers and serve as a technical advisor to them.

In this role, you will:

• Work closely with JetBrains Account Executives.
• Help customers adopt JetBrains products and services to achieve desired business outcomes. This responsibility may include whiteboarding and assisting with the development of architecture or providing support for overcoming technical and cultural barriers to adoption.
• Manage the technical relationships for a portfolio of accounts, and partner with other members of the account team to define and implement the account strategies.
• Be the customers’ advocate within JetBrains, representing them to the Support and Product Engineering teams, as well as other groups.
• Recommend product enhancements based on your experiences with the customers and the feedback you receive from them.
• Help product teams present and evaluate new product ideas to the customers in your portfolio.
• Act as a trusted technical advisor to customers, staying up to date on the ever-evolving state of technology both within JetBrains and in the field at large.
• Work with Sales to facilitate account expansions by developing short-term and long-term account plans that meet customer needs.

We will be happy to have you on our team if you have:

• Proven experience in technical consulting, technical customer success, or other customer-facing technical roles.
• Extensive experience in software development, QA, IT, DevOps, ML, or any related IT field – the wider the variety of fields, the better.
• Hands-on knowledge of AI/LLMs in the field of software development.
• A passion for continually improving the customer experience.
• Strong verbal and written communication skills in English and the local language of your office.
• Exceptional presentation skills for demonstrating JetBrains products to customers.
• The ability to quickly identify and address technical and business challenges related to software development tooling.
• The ability to convey technical concepts to customers of all technical backgrounds.
• Comfort in a fast-paced and dynamic working environment.
• Experience working in or with large software development teams.
• A collaborative and team-focused mentality, with a willingness to take initiative.
• Self-direction and resourcefulness.
• The ability to travel approximately 25% of the time.

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