Principal Technical Account Manager (AI)

Location: Remote

Salary: $185,000–$195,000 plus equity

Company

hirify.global develops software for modern insurance claims processing, including self-service claim filing and backend fraud detection solutions.

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, customer questions, escalations, and support trends to identify recurring issues, client friction, process gaps, and product opportunities.
• Connect support activity with launches, client initiatives, product changes, known issues, and strategic workstreams.
• Support Program Managers and cross-functional project teams with strategic initiatives.
• Build scalable support processes, dashboards, workflows, playbooks, documentation, and feedback loops.

Requirements

• Strong written and verbal communication skills in a fast-moving, ambiguous environment.
• Strong investigative, operational, prioritization, and escalation judgment.
• Ability to solve unfamiliar problems without a predefined script and maintain ownership through resolution.
• Technical-adjacent understanding of product behavior, technical constraints, logs or screenshots, and user workflows.
• Ability to context-switch across customers, issues, teams, and priorities while maintaining clear ownership.
• Comfort using AI tools to improve speed, synthesis, and output quality while applying independent judgment.

Culture & Benefits

• Remote work with regular team events and offsites.
• Medical, dental, and vision coverage, including a platinum healthcare plan.
• 401(k) contribution of 3% of income regardless of employee contribution.
• Unlimited paid time off, paid holidays, family leave, and disability coverage.
• Health FSAs and HSAs, a monthly phone stipend, home-office benefits, and lunch twice per week.
• Salary and equity compensation packages.