Technical Account Manager (SaaS)

TL;DR

Technical Account Manager (SaaS): Serving as the main technical advisor for strategic clients, helping them maximize value from solutions, ensuring smooth product adoption, and driving ongoing success through expert-level guidance and support with an accent on providing technical support and advanced-level troubleshooting. Focus on identifying trends in support requests, preemptively identifying potential issues, and influencing product improvements.

Location: Work from anywhere!

Company

hirify.global is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization.

What you will do

• Serve as the primary technical point of contact for assigned enterprise customers, providing technical support and advanced-level troubleshooting.
• Triage complex customer service issues received through various customer service channels, maintaining high customer satisfaction.
• Coordinate with internal teams (Support, Engineering, Product) to resolve issues and identify trends in support requests to help create long-term solutions.
• Help with onboarding and implementation efforts tailored to customer needs and proactively recommend solutions to meet them.
• Check system health and performance to preemptively identify potential issues.
• Provide regular technical reviews, reports, and improvement plans, guiding customers on best practices in configuration, security, and architecture.

Requirements

• 5+ years of experience in a technical account management, solutions engineering, or technical consulting role.
• Ability to navigate comfortably in Linux and Windows shells.
• Extensive knowledge of PostgreSQL.
• Solid knowledge in cloud computing platforms, including Microsoft Azure and Amazon Web Services (AWS).
• Proficiency in Linux, macOS, and Windows operating systems, including system configuration, troubleshooting, and security.
• Excellent communication and interpersonal skills, with a strong ability to explain technical concepts to non-technical stakeholders.

Culture & Benefits

• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Flexible paid time off.
• Laptop reimbursement.
• Ongoing training and development opportunities.

Hiring process

• Expect up to 3 interviews.
• Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.
• All roles require reference and background checks.