Technical Account Manager

TL;DR

Technical Account Manager (Customer Support): Providing technical support and proactive guidance to strategic customers using hirify.global technologies with an accent on troubleshooting complex technical issues and managing dedicated customer accounts. Focus on resolving high-impact problems, collaborating with product and engineering teams, and improving customer experience through feedback and analysis.

Location: Remote (Colombia)

Company

hirify.global delivers innovative communication solutions globally with a strong remote-first culture and a focus on empowering developers and businesses.

What you will do

• Serve as the technical support engineering contact for strategic customers during Central Time business hours.
• Resolve complex technical problems involving hirify.global APIs, server-side and client-side code, and network connectivity.
• Collaborate with customers' developers and hirify.global's product and engineering teams to address issues and report bugs.
• Analyze customer trends and patterns to drive improvements in support processes and product quality.
• Manage dedicated customer accounts and provide proactive guidance to reduce downtime risks.

Requirements

• Must be located in Colombia and able to work Central Time hours (9am to 6pm CT).
• 4 to 6+ years of relevant experience with strong knowledge of RESTful APIs and cloud solutions troubleshooting.
• Proficiency in troubleshooting server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript with React and Redux.
• Strong skills in network connectivity troubleshooting including TCP/UDP and SSL/TLS basics.
• Excellent communication skills to explain complex technical issues to technical and non-technical audiences.
• Experience managing dedicated customer accounts and working collaboratively across departments.

Nice to have

• Understanding of Telecoms and VOIP technologies including WebRTC and SIP.

Culture & Benefits

• Competitive pay and generous time off including parental and wellness leave.
• Healthcare and retirement savings programs varying by location.
• Remote-first work culture with global inclusion and connection.
• Opportunities for volunteering and community impact supported.

Hiring process

• Use of AI to streamline hiring decisions with final decisions made by humans.
• Evaluation of technical skills and cultural fit.
• Potential interviews and technical assessments.