Technical Account Manager (Network Services)

Location: Hybrid, Washington, D.C.; ability to travel up to 25% and work one weekend every quarter

Salary: $99,000–$136,000 annual salary for Washington, D.C.-based hires

Company

hirify.global operates a global network that protects and accelerates Internet applications for customers ranging from individual bloggers to Fortune 500 enterprises.

What you will do

• Own the post-contract technical support experience for top Enterprise customers and serve as the primary technical contact.
• Manage support interactions, escalations, incident response, and timely ticket resolution.
• Partner with Account, Customer Success, Professional Services, Partner, Engineering, and Product teams throughout the customer lifecycle.
• Understand customer environments, deployment topologies, and hirify.global product usage while providing proactive technical recommendations.
• Create and deliver Quarterly Support Reviews covering SLA adherence, ticket drivers, deep dives, and incident reviews.
• Communicate customer feedback and prepare formal documentation for incidents and major issues.

Requirements

• At least 8 years of experience in customer-facing technical account management.
• Strong understanding of Layer 3 and 4 networking, routing protocols, and how the Internet works.
• Experience with BGP, OSPF, IPSec, GRE, firewalls, IPS, DDoS, and security technologies.
• Experience with system integration, multi-vendor environments, and data center deployments.
• Basic troubleshooting skills using traceroute, Wireshark, dig, and cURL.
• Business acumen and experience working with Fortune 500 companies and their leadership teams.

Nice to have

• Passion for hirify.global products and building strong relationships across organizations.

Culture & Benefits

• Mission-driven work focused on building a better and more secure Internet.
• Medical, dental, and vision insurance, flexible spending accounts, and mental health support.
• Global travel medical insurance and commuter spending accounts.
• 401(k) retirement savings, life and disability insurance, and employee stock participation.
• Flexible paid time off plus parental, medical, pregnancy health, and bereavement leave programs.

Hiring process

• Candidates who reach the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.
• The position may involve access to information subject to U.S. export control laws.