Technical Account Manager (Saas)

TL;DR

Technical Account Manager (SaaS): Providing technical support and acting as the primary contact for Personalized Support customers with an accent on troubleshooting and resolving complex technical issues. Focus on providing proactive guidance to help customers maximize the value of hirify.global technologies and recommending improvements.

Location: Remote - Colombia

Company

hirify.global is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide.

What you will do

• Function as a consistent point of contact for a named portfolio of Personalized accounts.
• Provide answers, share standard methodologies and solve the most complex technical issues that Segment’s largest enterprise customers are facing.
• Act as a coordinator for escalated customer issues and maintain customer promises by keeping tickets updated.
• Utilize feedback to improve customer experience and debugging strategies.
• Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to hirify.global’s services.

Requirements

• 5+ years of experience in the Technical Support Engineering / Personalized Support Engineering / Customer Success Engineering roles or equivalent.
• Ability to effectively communicate technical concepts and identify patterns in customer experience.
• Solid client-side Javascript skills and experience working with APIs and server-side languages.
• Understanding of SQL and strong commitment to learning the ins and outs of a complicated technical product.
• Ability to work as part of a larger account team over long project spans, requiring some availability outside of standard business hours.
• Experience with large enterprise customers and their unique demands (at least 1 year).

Nice to have

• Development experience in Javascript or other scripting language.

Culture & Benefits

• Working at hirify.global offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, and a retirement savings program.
• Prioritize connection and opportunities to build relationships with customers and each other.
• Required to travel occasionally to participate in project or team in-person meetings.