About usAt Fenergo, we’re not just building software—we’re transforming how the world’s leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world’s top financial institutions, we’re on a mission to change the game. We’re more than a global leader in AI-powered client lifecycle management—we’re reimagining how financial institutions tackle compliance.

From Know Your

Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. OurFinCrimeOperating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries. Where technology doesn’t just meet regulations—it stays ahead of them.

Our mission is to empower financial institutions to stop financial crime and create a safer world. Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We’re tackling some of the toughest challenges in financial technology.

From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind. Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future—together.

Overview of RoleHelp shape the next generation of AI-led customer support. At Fenergo, you will join an advanced global support organisation where AI is a core operating principle, not an add-on. We are already using AI extensively and delivering outstanding results, and we are looking for someone with the ambition to take that success further.

As a Senior Technical Account Manager, you will own the technical relationship and service experience for a portfolio of Fenergo SaaS customers. You will combine technical expertise, senior stakeholder engagement and proactive service management, working with Customer Support, Engineering, Product and Operations to address complex challenges, anticipate risks and drive improvements. You will remain practically involved in technical investigations, connecting customer priorities with clear actions and outcomes.

This is an opportunity to do more than manage accounts and escalations. You will help us evolve how AI, automation and human expertise work together to support our customers. We are looking for someone curious, technically credible and excited by the opportunity to bring fresh ideas, challenge established ways of working and play a key part in the next stage of our journey.





Technical account ownership and governance. Act as the named technical contact for assigned customers, building relationships with technical teams and senior stakeholders. Lead regular service reviews covering open issues, performance against agreed service level agreements (SLAs), risks and improvement actions.

Technical advisory and service assurance. Understand each customer's Fenergo environment, integrations and critical dependencies. Translate business impact into technical priorities and assess operational risks with relevant specialists.

Remain practically involved in reviewing case evidence, including logs and configuration details, and shaping troubleshooting plans. Own the customer-facing management of complex and major incidents through resolution.

Coordinate

Level 2 support, Engineering and Operations; Support root-cause reviews and track corrective actions, while specialist teams retain ownership of technical fixes. Proactive service improvement. Analyse recurring incidents, support trends and customer pain points to identify emerging risks and prevent repeat issues.

Agree improvement plans with customers and internal teams, proactively communicate relevant findings and track actions to completion. Cross-functional technical leadership and knowledge. Collaborate with Fenergo teams, customer technical teams and external suppliers.

Translate customer needs into clear technical requirements and escalations, balance priorities with delivery capacity, and support colleagues through coaching, knowledge sharing and day‑to‑day prioritisation. Enterprise customer experience. Substantial customer-facing experience in technical account management, enterprise technical consulting, solution architecture, cloud operations or service delivery, with demonstrable responsibility for ongoing customer outcomes.

Technical understanding. Ability to assess production issues, review technical evidence, structure investigations and coordinate specialist teams through to resolution. Willingness to remain involved in live customer issues, not solely strategic discussions.

Service management.

Experience of structured service management, issue prioritisation,



service reviews, SLA management and escalation handling. Excellent written and verbal communication, including explaining complex technical matters to technical teams and senior business stakeholders. Sound judgement in balancing customer expectations, operational risk and delivery capacity, with a proactive approach to knowledge sharing, continuous improvement and responsible AI use.

Experience working with financial services organisations or similarly complex enterprise customers. Working knowledge of AWS, Azure or GCP, with experience contributing to cloud operations, optimisation or transformation engagements. Hands‑on experience with Intercom for case management, workflows, knowledge or AI‑assisted support operations is highly desirable.

Experience using Claude or similar AI tools for summarisation, drafting, categorisation or investigation support is advantageous but not required. ITIL or comparable service‑management training or experience. AI Tool Usage ExpectationsUse Claude or other approved AI tools for investigation summaries, troubleshooting hypotheses, case handovers and knowledge drafting.

Use Intercom workflows and AI capabilities to improve triage, categorisation, response consistency and customer experience. Review, validate and refine AI‑generated outputs before internal or external use.

Follow

Fenergo policies on security, privacy, acceptable use and confidential customer data. Maintain human accountability for technical conclusions and customer communications, and identify repeatable workflows where AI can safely improve quality and efficiency. Other information / CircumstancesParticipation in a weekend on‑call rota is required, alongside collaboration with customers and colleagues across regions.

A collective feeling of inclusion and belonging Continuously raising the bar Retirement savings plan Employee Assistance Programme Opportunity to earn an annual company bonus Extensive training programs, classroom and online, through ‘Fenergo University’ Other competitive company perks, such as flexible working hours, work from home policy, sports and social committee and much more Defined training and role tracking to allow you see and assess your own career development and progress.

Work From

Home set‑up allowance Diversity, Equality, and InclusivityFenergo is an equal opportunity employer. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law.

📌 Senior Technical Account Manager (Winnipeg)
🏢 Fenergo
📍 Winnipeg