Technical Account Manager (AI)

TL;DR

Technical Account Manager (AI): Managing high-severity technical support and incident resolution for strategic enterprise customers with an accent on complex system troubleshooting and cross-functional collaboration. Focus on bridging technical product capabilities with customer workflows to ensure reliability and long-term success in a fast-scaling AI environment.

Location: London

Company

hirify.global is an AI-powered platform transforming legal and professional services through agentic AI and deep domain expertise.

What you will do

• Serve as the primary escalation point for Enterprise and Majors accounts, owning high-severity and complex support cases.
• Triage and resolve urgent customer issues by coordinating across Support, Engineering, Product, and Security teams.
• Maintain deep account context regarding customer workflows, configurations, and integrations to drive effective troubleshooting.
• Provide hands-on technical support for senior customer stakeholders, including IT and Innovation leaders.
• Lead proactive incident communications, translating technical updates into clear impact assessments for customers.
• Document root causes and contribute to the improvement of escalation playbooks and support tooling.

Requirements

• Proven experience in technical support, escalation management, or technical account-facing roles for enterprise software.
• Strong technical foundation with the ability to troubleshoot complex systems and collaborate with Engineering teams.
• Exceptional judgment under pressure and ability to manage multiple urgent issues simultaneously.
• Polished written and verbal communication skills for engaging senior stakeholders.
• Ability to translate complex technical concepts into accessible language for non-technical customers.
• Deep ownership mindset and commitment to end-to-end customer success.

Nice to have

• Experience supporting AI-powered, data-intensive, or security-sensitive products.
• Familiarity with incident management frameworks and on-call models.
• Prior experience working with law firms or professional services organizations.

Culture & Benefits

• Opportunity to build a generational company at a critical inflection point.
• Fast-paced, high-ownership environment focused on decisiveness and simplicity.
• Unmatched potential for personal, professional, and financial growth.
• Collaborative team culture committed to excellence and mission-driven work.