Staff Technical Account Manager (AI)

Location: United States

Company

hirify.global provides a cloud compliance platform connecting tax and technology, processing customer API calls and tax returns at scale.

What you will do

• Own complex technical support cases for enterprise customers from assignment through verified resolution.
• Investigate and reproduce issues across hirify.global products, APIs, connectors, ERP, CRM, eCommerce, and marketplace workflows.
• Create and manage technically complete Jira escalations, including diagnostics, reproduction details, evidence, expected behavior, and business impact.
• Partner with Product and Engineering to drive defect resolution, maintain case momentum, and improve customer communication.
• Mentor Technical Account Managers through knowledge sessions, advanced troubleshooting, and support guidance.
• Develop reusable knowledge articles, playbooks, and AI-assisted workflows that reduce repeat incidents and improve support efficiency.

Requirements

• Bachelor’s degree in computer science, IT, engineering, or a related field.
• 7+ years of experience handling complex technical issues in SaaS, APIs, integrations, or similar environments.
• Expertise with ERP, CRM, and eCommerce platforms such as NetSuite, Microsoft Dynamics, SAP S/4HANA, Salesforce, Oracle, Shopify, Workday, or similar systems.
• Strong API and workflow analysis, troubleshooting, root cause analysis, and technical documentation skills.
• Experience with SLA-driven support environments and tools such as Salesforce, Jira, and Confluence.
• Mandatory experience using AI tools and automation to improve diagnostics, communication, scalability, and support efficiency.

Culture & Benefits

• Compensation package with paid time off, paid parental leave, and potential bonuses.
• Location-dependent medical, life, and disability insurance.
• AI is embedded in workflows, decision-making, products, and everyday business problem-solving.
• Commitment to diversity, equity, inclusion, and employee resource groups with senior leadership sponsorship.