Technical Account Manager, Hopper

• In short, this role requires a blend of investigative curiosity, clear communication, strong organizational skills, and a process-improvement mindset, applied across a dynamic portfolio of partners and parallel technical workstreams
• An excellent communicator who can build trust with partners and internal teams through clarity, consistency, and professionalism
• Comfortable operating across several partners at once, with strong prioritization, context-switching, and organizational skills
• Adept at turning ambiguity into clarity and designing repeatable processes that scale
• Technically fluent, with experience interpreting logs, analyzing data, exploring APIs, and using monitoring tools to support issue investigation and triage.
• Experienced in roles such as Technical Account Manager, Solutions Engineer, Technical Support Engineer, Product Specialist, or a similar hybrid technical-customer role
• Strong judgment in evaluating issue severity, partner impact, and operational urgency

Desirable

• We are seeking a high-impact Technical Account Manager (TAM) to be a technical liaison for multiple strategic partners
• This critical role acts as the connective architect, seamlessly integrating Product, Engineering, Supply, and Customer Experience teams to ensure every partner receives clear, consistent, and exceptionally reliable support for technical inquiries and strategic growth initiatives
• This is a hands-on, results-oriented position
• You will use your diagnostic skills and analytical abilities to validate incoming issues, structure comprehensive problem reports, and coordinate effectively with engineering
• Your main goal is to ensure that all technical escalations are complete, actionable, and correctly prioritized
• You will also play a key part in defining and optimizing our global intake, triage, communication, and escalation frameworks, helping partners get timely resolutions while keeping internal teams focused and efficient
• Serve as the primary technical point of contact for multiple B2B partners, each with unique needs, priorities, and communication channels
• Translate partner inquiries into structured, actionable requests with complete context
• Provide clear updates, timelines, and expectations, ensuring partners feel supported and aligned
• Assess and validate reported issues before escalating to engineering, including reproduction steps, logs, context, severity assessment, and relevant data insights
• Investigate technical or data-centric questions using internal tools, dashboards, and SQL; identify whether issues stem from configuration, supply content, product behavior, data quality, or true system defects
• Manage and prioritize requests across multiple partners simultaneously, balancing urgency, impact, and engineering bandwidth
• Improve intake workflows, templates, and triage mechanisms to create consistency across partners
• Collaborate with product, engineering, supply, and Customer Experience teams to refine escalation paths, service expectations, and communication standards
• Contribute to playbooks, documentation, and partner-facing resources to strengthen transparency and scale operational excellence
• Coordinate with a wide and diverse set of stakeholders, including product managers, engineers, supply specialists, Customer Experience teams, and external partner teams
• Maintain clear follow-through, alignment, and ownership across parallel workstreams
• Advocate for partner needs while helping internal teams maintain focus and momentum