Technical Account Manager

Location: Work from anywhere; the position is expected to be performed outside of Ontario.

Company

A global web hosting and cloud services provider offering website, email, support, and cloud commerce solutions to individuals, SMBs, service providers, telcos, distributors, and MSPs.

What you will do

• Own customer service delivery across platform, professional, managed, and support services.
• Monitor service quality, performance targets, SLAs, contracts, and compliance requirements.
• Oversee incident, problem, change, release, capacity, and knowledge management, including root-cause analysis.
• Manage escalations and customer expectations while providing clear and timely updates.
• Act as a senior technical advisor, leading customer reviews, recommending improvements, and supporting upgrades and new releases.
• Collaborate with support, sales, R&D, and professional services teams while contributing to documentation, training, and process improvement.

Requirements

• 8+ years of experience in customer-facing roles such as Technical Account Manager, Service Delivery Manager, or Support Lead.
• Fluent English required.
• Experience supporting enterprise B2B clients, service providers, or cloud resellers.
• Strong stakeholder management, communication, presentation, organization, and relationship-building skills.
• Analytical and customer-focused approach to technical and project management challenges.
• Flexibility and willingness to be on-call for high-severity customer issues.

Nice to have

• Spanish language skills.
• ITIL Foundation certification, preferably ITIL 4.

Culture & Benefits

• Remote work from anywhere with flexible arrangements.
• Competitive salary based on skills and experience.
• Career advancement and professional development opportunities.
• Work-life balance supported through flexible working arrangements.
• Diversity-focused culture built on trust, respect, and inclusion.
• Accommodation available throughout the hiring process.