Senior Technical Account Manager (AI)

Location: Remote

Salary: $165,000–$185,000 per year, plus equity

Company

hirify.global develops software for insurers, including self-service claims filing, backend fraud detection, and ML-driven claims decision-making.

What you will do

• Triage complex customer issues, clarify reported problems, gather context, and determine when to investigate or escalate.
• Route issues across Client Engagement, Product, and Engineering with clear context, urgency, ownership, and recommended next steps.
• Analyze tickets, escalations, customer questions, and support trends to identify recurring issues, product opportunities, process gaps, and operational risks.
• Connect support activity to launches, client initiatives, product changes, known issues, and strategic workstreams.
• Support Program Managers and cross-functional project teams with strategic initiatives.
• Build and maintain support processes, documentation, dashboards, workflows, playbooks, routing logic, and feedback loops.

Requirements

• Strong written and verbal communication skills for ticket summaries, escalation notes, internal updates, and follow-ups.
• Strong investigative, problem-solving, and operational judgment in ambiguous and fast-moving situations.
• Ability to understand product behavior, technical constraints, logs or screenshots, user workflows, and system context without being an engineer.
• Ability to context-switch across customers, issues, teams, and changing priorities while maintaining clear ownership.
• Ability to use AI tools to improve speed, synthesis, and output quality while applying independent judgment and accountability.
• Ability to identify underlying process improvements instead of only resolving individual tickets.

Culture & Benefits

• Remote work with regular team events and offsites.
• Medical, dental, and vision coverage, including a platinum healthcare plan.
• Life insurance and short- and long-term disability coverage.
• Unlimited paid time off, paid holidays, and family leave.
• hirify.global contributes 3% to a 401(k) even when employees do not contribute.
• Home-office benefits, including lunch twice a week, a monthly phone stipend, and other support.