Hopper

Technical Account Manager – Commerce, Partner Success

Hopper

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

SQLSwitching

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Well-funded and proven startup with large ambitions, competitive salary, upsides of pre-IPO equity packages
  • Uncapped quarterly paid performance bonus.
  • Unlimited PTO.
  • Carrot Cash travel stipend.
  • Access to co-working space on demand through FlexDesk AND Work-from-home stipend.
  • Please ask us about our very generous parental leave, much above industry standards!.
  • Entrepreneurial culture where pushing limits and taking risks is everyday business.
  • Open communication with management and company leadership.
  • Small, dynamic teams = massive impact.
  • 100% employer paid Medical, Dental and Vision coverage for employees.
  • Access to Disability & Life insurance.
  • Health Reimbursement Account (HRA).
  • DCA/ FSA and access to 401k plan.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLdata analysisissue investigationAPI explorationlog interpretationtriage mechanismsworkflow improvementdocumentationplaybook contributiondata quality assessment
Soft skills
communicationprioritizationorganizational skillscontext-switchingtrust buildingclarityprofessionalismjudgmentcollaborationadvocacy