Staff Technical Account Manager (AI)

Location: United States

Company

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

What you will do

• Own a portfolio of Enterprise customers with premium support entitlement and manage complex cases through verified resolution.
• Perform advanced troubleshooting and root cause analysis across AvaTax, APIs, connectors, ERP, CRM, eCommerce, and marketplace workflows.
• Reproduce issues, gather diagnostics, isolate scope, document findings, confirm business impact, and determine when Engineering involvement is required.
• Create and manage technically complete Jira tickets and partner with Product and Engineering to drive defect resolution.
• Maintain SLA discipline, milestone updates, proactive customer communication, audit-ready documentation, and high-priority support responsiveness.
• Mentor TAMs, create knowledge articles and troubleshooting playbooks, reduce repeat incidents, and promote responsible AI adoption in support.

Requirements

• Bachelor’s degree in computer science, IT, Engineering, or a related field.
• 7+ years of proven experience handling complex technical issues in SaaS, APIs, integrations, or similar environments, including strong troubleshooting and root cause analysis.
• Expert experience with ERP, CRM, or eCommerce platforms such as NetSuite, Microsoft Dynamics, SAP S/4HANA, SageX, Salesforce, Magento, Oracle, Shopify, Workday, or similar systems.
• Proficiency in API and workflow analysis across ERP, eCommerce, and marketplace platforms.
• Ability to collaborate with Engineering and Product teams and manage high-quality Jira escalation artifacts with clear technical detail.
• Strong communication skills for explaining complex technical concepts to technical and non-technical stakeholders.
• Experience working in SLA-driven support environments using Salesforce, Jira, and Confluence.
• Mandatory experience using AI tools and automation to improve support efficiency, diagnostics, communication quality, and scalability.
• Ability to provide guidance and mentorship, own complex cases end to end, drive recurring defect resolution, achieve high customer satisfaction, and reduce critical issue resolution time to 5 days.

Nice to have

• No optional qualifications are explicitly specified.

Culture & Benefits

• AI is embedded in workflows, decision-making, and products, with expectations to apply AI to daily business challenges and share effective practices.
• Total rewards include compensation, paid time off, paid parental leave, and potential bonuses.
• Benefits generally include private medical, life, and disability insurance, varying by location.
• Inclusive culture with diversity, equity, and inclusion initiatives and employee resource groups supported by senior leadership.