Sr. Technical Account Manager

TL;DR

Sr. Technical Account Manager: Proactive technical support and onboarding for Premium Support customers with an accent on customer health checks, product training, and escalation management. Focus on researching technical issues, coordinating cross-functional resolution, and driving renewal risk remediation while serving as the primary technical contact.

Location: Canada - Remote ON

Salary: $115,000 - $160,000 CAD per year + variable/incentive compensation + equity + benefits

Company

hirify.global is a cybersecurity company providing an AI-native security platform to protect modern organizations.

What you will do

• Act as the primary technical contact and augment customer support teams.
• Onboard new customers to hirify.global platforms and provide proactive periodic health checks and product training.
• Research customer technical issues, deliver recommendations and action plans, and escalate to management when appropriate.
• Lead resolution for escalated cases and coordinate cross-functional groups as needed.
• Serve as a customer advocate internally by documenting and assessing customer feedback.
• Identify renewal risk, support remediation for successful renewals, and assist sales with account expansion opportunities.

Requirements

• Bachelor’s degree or equivalent experience.
• Experience working with Windows Server operating systems.
• Knowledge of enterprise web technologies, security, and cutting-edge infrastructures.
• Excellent customer service skills and ability to establish technical credibility quickly.
• Strong written and verbal communication skills and proven problem-solving skills.
• Ability to travel up to 25%.

Nice to have

• Professional fluency (written and verbal) in French.
• CISSP or ITIL certification.
• 3+ years of Customer Success/Support/Technical Account Management experience in a SaaS organization.
• Deep expertise in Linux and Mac platforms.
• Python scripting and REST API experience.

Culture & Benefits

• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays, plus paid parental and adoption leaves.
• Professional development opportunities regardless of level or role.
• Employee networks and volunteer opportunities to build connections.
• Vibrant office culture with world-class amenities.
• Market-competitive compensation and equity awards.

Hiring process

• Interviews to assess technical problem-solving, communication, and customer advocacy approach.
• Background checks, including criminal record, credit, and/or reference checks.