About Mapped

Mapped is an AI-powered data platform for commercial and industrial spaces. We help property owners, facility operators, and solution providers rapidly access real-time data from building systems, sensors, devices, and vendor APIs by automating data discovery, extraction, and normalization. Mapped uses machine learning to abstract the complexities of data integration, creating an independent data layer based on an open-source data model.

About the role

• We are searching for a versatile Technical Account Manager to serve as the primary technical liaison and project manager for one of our most strategic enterprise customers. You will combine classic support engineering skills (diagnosing and resolving issues) with account level program management - planning deliverables, coordinating cross-functional resources, and making sure our partner’s long term roadmap stays on track.
• This position is perfect for someone who enjoys wearing multiple hats, thrives on building relationships, and wants to see the direct impact of their work on a high profile customer. While the position is remote (WFH), please note this position is U.S. only.

What you'll do

Dedicated Partner Support

• Become the primary point of contact for all technical support inquiries from the assigned enterprise customer.
• Partner with the rest of Customer Success and Engineering to monitor and triage the enterprise customer's tickets, ensuring SLAs are met and issues are communicated clearly through to resolution.
• Maintain a deep understanding of the customer’s architecture, integration stack, and unique business processes so you can provide tailored troubleshooting and proactive guidance.

Project & Program Management

• Drive small to medium sized projects for the customer, from new feature rollouts to complex integration work.
• Create project plans, participate in regular status meetings, manage risks, and keep both the customer and our internal stakeholders aligned on scope, timeline, and deliverables.
• Produce concise, executive friendly status reports and present progress as needed.

Continuous Improvement & Advocacy

• Track key support patterns (customer satisfaction, time to resolution, incident trends) for the account and propose improvement initiatives.
• Act as the customer’s advocate internally, ensuring their strategic goals influence our product roadmap.

Occasional Cross‑Functional Support

• When dedicated workload allows, jump into the global support queue or lend expertise to marketing content, case studies, and community posts spotlighting our successes.

Qualifications

• Education – Bachelor’s degree in Computer Science, Information Systems, Engineering, Business Management or equivalent practical experience.
• Experience – 2–4 years in a technical support, solutions engineering, or technical account management role; project coordination or project management exposure is a strong plus.
• Technical Skills – Familiarity with RESTful APIs, basic scripting or query skills, and network/integration troubleshooting are all helpful.
• Project Management Skills – Ability to generate project plans, track dependencies, and manage stakeholder expectations. Experience with formal methodologies (Agile, PMP, or similar) would be great, but not required.
• Relationship Building – Proven track record of nurturing long‑term customer relationships and translating technical concepts for non‑technical stakeholders.
• Communication – Excellent written and verbal skills; comfortable presenting to both engineers and executives.
• Adaptability & Problem‑Solving – Curious, resourceful, and able to pivot quickly between support tickets and higher level project tasks.

Benefits

(Applicable for regular full-time roles based in the US)

• Fully distributed, flexible, remote working with competitive salary.
• Medical, dental, vision, and 401(k) benefits.
• Unlimited PTO + 10 company holidays
• Paid parental leave for both mothers and fathers.
• Comprehensive on-the-job training and opportunities for professional growth.
• Mentorship: Work closely with experienced team members and leaders who are invested in your development.
• A dynamic work environment with opportunities to gain experience in multiple areas of the business.

Mapped is an equal opportunity employer that highly values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.