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The Senior Backend Engineer will architect and implement backend systems, lead technical initiatives, mentor engineers, and ensure system reliability, performance, and scalability.

Own strategic enterprise accounts to drive adoption, retention, and expansion. Develop account strategies, build executive and technical relationships, run QBRs and engagement cadences, orchestrate internal teams, structure commercial terms, maintain forecasts, health metrics, and growth pipelines to ensure measurable customer outcomes.

Lead and develop the Commercial Account Management team, driving retention, renewals, expansion, and revenue goals. Establish account management, forecasting, customer health, QBR, and upsell practices. Coach managers through complex renewals, negotiations, and recovery plans while partnering with Finance, Legal, Deal Desk, Product, Engineering, Marketing, and Sales. Use Salesforce data and customer signals to manage risk, improve adoption, guide forecasts, and communicate commercial opportunities to leadership.

The role involves end-to-end recruitment for GTM roles, collaborating with leaders to build effective teams, emphasizing speed and quality in hiring.

Lead customer-facing technical engagements, including discovery, pilots, demos, and onsite collaboration. Configure and debug web applications and integrations, create API scripts in Ruby or Python, gather requirements, shape solutions, and guide projects from scoping through delivery. Partner with Product, Engineering, and go-to-market teams to support customer adoption and communicate technical concepts to both engineers and business stakeholders.

Leads complex and escalated technical customer issues from investigation through resolution and prevention. Diagnoses problems across web applications, APIs, integrations, authentication, data, and code paths; builds scripts, automations, integrations, and AI-enabled workflows; supports high-severity incidents; communicates with enterprise customers; develops runbooks and product improvements; and mentors junior engineers. Requires rotational shifts and occasional on-call coverage.

Manage a portfolio of mid-market SaaS customers, driving product adoption, retention, renewals, satisfaction, and basic expansion opportunities. Conduct customer check-ins, resolve issues, support standard contract processes, maintain CRM records, and collaborate with Sales, Product, and Support. Serve as a trusted advisor to HR, talent, and technical stakeholders while translating complex concepts into accessible language.

Provides Tier 1 and Tier 2 global employee IT support while administering macOS endpoints, identity platforms, SaaS applications, access workflows, and IT assets. Manages onboarding, offboarding, device lifecycle, office technology, vendors, security compliance evidence, and service improvements. Resolves complex issues, automates repetitive workflows, creates documentation, and leads assigned IT projects. Requires in-person attendance five days weekly at the Santa Clara office.

The Strategic Account Executive drives new business sales through pipeline management and relationship building with Fortune 500 companies, focusing on talent acquisition and technical leadership. A strong focus on ownership and collaboration is necessary for success.

Lead high-impact engineering demos, design scalable solutions, collaborate across teams, and enhance customer engagement using new technologies.