TL;DR

Technical Account Manager (AI): Owning the end-to-end technical support experience for Premium and Enterprise customers with an accent on incident management, technical relationship building, and proactive risk identification. Focus on coordinating cross-functional teams, delivering high-quality post-incident reports, and acting as the voice of the customer to product and engineering.

Location: Flexible working hours and hybrid or remote options are available. The role allows for working from anywhere in the world for up to 45 days per year.

Company

%hirify_global% is a global provider of infrastructure and software solutions for AI, cloud, network, and security, powering digital experiences worldwide.

What you will do

Own the end-to-end technical support experience for assigned Premium and Enterprise customers.
Act as the primary technical point of contact for escalations, complex issues, and operational coordination.
Build long-term technical relationships with customer stakeholders (DevOps, SRE, System Administrators, CTO-level).
Lead incident management for customer-impacting issues, coordinating Support, Engineering, and Operations teams.
Ensure clear, structured, and timely communication during incidents and escalations.
Provide structured feedback to Product and Engineering teams, acting as the voice of the customer.

Requirements

3+ years of experience in Technical Support, Technical Customer Success, or Systems Administration in a Cloud / SaaS / Edge environment.
Experience working with Premium or Enterprise customers.
Good understanding of Linux systems, networking fundamentals, and Cloud infrastructure.
Ability to analyse logs, architectures, and complex technical scenarios.
Strong incident and escalation management skills.
Excellent communication skills in English (B2/C1+).

Nice to have

Experience with Edge / CDN products.
Familiarity with ITIL practices and structured incident management.
Experience working closely with Sales TAMs or Account Managers.

Culture & Benefits

Competitive compensation and flexible working hours.
Opportunity to work remotely or in a hybrid setup.
Ability to work from anywhere in the world for up to 45 days per year.
Private medical insurance for you and your family (benefits may vary by location).
Extra paid vacation and sick leave days (benefits may vary by location).
Language courses and support for life’s important moments.