Technical Account Manager Jobs

Position: Technical Account Manager

Location: Toronto, ON / or anywhere in Canada (Remote)

Job Type: 12-month contract

Hours: Monday to Friday, 9 a.m. to 5 p.m. EST

Our client is looking for a Technical Account Manager to join their fast-growing team! You will be working alongside the following teams: Business Development, Technical Project Management, and Solutions Delivery. The TAM role reports into the company's Engineering Organization and is a fundamental component of account management under the Technical Delivery team.

Responsibilities:

- Own the overall success of partner technical deployments (releases, version upgrades, bug fixes, new features/enhancements) and support strategy

- Be part of a group responsible for being the technical point of contact for diagnosing, investigating, and triaging platform functionality and third party integrations

- Optimize your portfolio of accounts by consistently reviewing your customer’s technical performance and overall platform health - including error rates, data feed optimization, up-time, etc., understanding the opportunities and then tweaking variables and configurations for improvements

- Investigate data anomalies (i.e. order creation, cancellations, payments, logins, etc.) and answer support questions from both internal and external parties

- Regularly engage with diverse internal and external stakeholder groups. Internally, you will be collaborating with cross-functional and geographically dispersed teams, but also engaging with Engineers and Product Managers on a day-to-day basis in the Toronto office

- Work with retailers and cross-functional teams to properly plan, mitigate and execute production changes

- Triage and drive resolution on incoming retailer support tickets via Jira Service Desk while managing present business priorities and adhering to SLAs. Own the follow-up on action items and leverage all issues and incidents as opportunities to identify improvement areas and to grow and mature our processes and teams

- Keep up to date on the company's products/platform, i.e., new product features, restrictions and limitations, best practices as well as technical details. You will be the customer's first and main point of contact for all product-related issues and questions

- Meticulously document new ideas, lessons learned, and customer-specific knowledge (integrations, customizations, configurations) in our internal knowledge base

- Document customer specific technical support processes and runbooks to ensure team productivity and efficient communication

Requirements:

- Bachelor's degree in Computer Science, related technical field, or equivalent practical experience with 3+ years of experience working as a Technical Account Manager supporting Enterprise solutions

- Deep knowledge of the logistics of SaaS application development, distributed systems, and release/version management

- Outstanding technical aptitude and acumen with the ability to quickly learn the ins and outs of our e-commerce platform to optimize retailer performance

- Excel at learning new software quickly and often have an intuitive knowledge about how product features work

- Practical hands-on experience and working knowledge of SQL and APIs (HTTP REST)

- Working knowledge of the Linux command line and Git

- Incident management experience for critical issues impacting a production environment

- Experience initiating and driving significant process improvements in the past, leading to better customer outcomes

- Ability to approach troubleshooting strategically and critically, always looking to challenge the status quo and offer up viable solutions/options

- Ability to quickly understand and translate complex product and technical concepts to non-technical and executive audiences through your developed skill set of interfacing with external stakeholders

- Excellent communication and presentation skills

- Ability to develop “best practice solutions” and create guides for internal and external stakeholders

- Working knowledge of or the ability to read and understand software written in Python or Ruby is considered an asset

- Familiarity with DevOps and CI/CD - experience in working with Jenkins, Spinnaker, AirFlow, and Terraform would be considered an asset

If you think this is you, please forward a polished resume to Arriane Liangcungco at [email protected].

REFER AND EARN A $50 GIFT CARD! For more details, click here.

OUR VIRTUAL DOORS ARE OPEN! We’re also bringing the interviews to you by various web applications, virtually! Contact us today for your next opportunity.