Job Description

Position: Technical Account Manager
Location: Toronto, ON / or anywhere in Canada (Remote)
Job Type: 6-month contract
Hours: Monday to Friday, 9 a.m. to 5 p.m. EST

Our client is looking for a Technical Account Manager to join their fast-growing team! You will be working alongside the following teams: Business Development, Technical Project Management, and Solutions Delivery. The TAM role reports into the company\'s Engineering Organization and is a fundamental component of account management under the Technical Delivery team.

Responsibilities:

- Own the overall success of partner technical deployments (releases, version upgrades, bug fixes, new features/enhancements) and support strategy
- Be part of a group responsible for being the technical point of contact for diagnosing, investigating, and triaging platform functionality and third party integrations
- Optimize your portfolio of accounts by consistently reviewing your customer\'s technical performance and overall platform health including error rates, data feed optimization, up-time, etc., understanding the opportunities and then tweaking variables and configurations for improvements
- Investigate data anomalies (i.e. order creation, cancellations, payments, logins, etc.) and answer support questions from both internal and external parties
- Regularly engage with diverse internal and external stakeholder groups
- Internally collaborate with cross-functional and geographically dispersed teams, but also engage with Engineers and Product Managers on a day-to-day basis in the Toronto office
- Work with retailers and cross-functional teams to properly plan, mitigate and execute production changes
- Triage and drive resolution on incoming retailer support tickets via Jira Service Desk while managing present business priorities and adhering to SLAs
- Own the follow-up on action items and leverage all issues and incidents as opportunities to identify improvement areas and to grow and mature processes and teams
- Keep up to date on the company\'s products/platform, i.e., new product features, restrictions and limitations, best practices as well as technical details
- Be the customer\'s first and main point of contact for all product-related issues and questions
- Document new ideas, lessons learned, and customer-specific knowledge (integrations, customizations, configurations) in internal knowledge base
- Document customer specific technical support processes and runbooks to ensure team productivity and efficient communication

Requirements:

- Bachelor\'s degree in Computer Science, related technical field, or equivalent practical experience with 3+ years of experience working as a Technical Account Manager supporting Enterprise solutions
- Deep knowledge of the logistics of SaaS application development, distributed systems, and release/version management
- Outstanding technical aptitude and acumen with the ability to quickly learn the ins and outs of our e-commerce platform to optimize retailer performance
- Excel at learning new software quickly and often have an intuitive knowledge about how product features work
- Practical hands-on experience and working knowledge of SQL and APIs (HTTP REST)
- Working knowledge of the Linux command line and Git - Incident management experience for critical issues impacting a production environment
- Experience initiating and driving significant process improvements in the past, leading to better customer outcomes
- Ability to approach troubleshooting strategically and critically, always looking to challenge the status quo and offer up viable solutions/options
- Ability to quickly understand and translate complex product and technical concepts to non-technical and executive audiences through your developed skill set of interfacing with external stakeholders
- Excellent communication and presentation skills
- Ability to develop \xe2\x80\x9cbest practice solutions\xe2\x80\x9d and create guides for internal and external stakeholders
- Working knowledge of or the ability to read and understand software written in Python or Ruby is considered an asset
- Familiarity with DevOps and CI/CD
- Experience in working with Jenkins, Spinnaker, AirFlow, and Terraform would be considered an asset

If you think this is you, please forward a polished resume to Arriane Liangcungco at arriane.liangcungco@quantum.ca.
REFER A PERM HIRE AND EARN UP TO $1,000! For more details, click here.

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