HostPapa

Technical Account Manager

• Take ownership of customer service delivery across platform, professional, managed, and support services
• Ensure high-quality service levels through monitoring, performance targets, and compliance with SLAs/contracts
• Oversee incident, problem, and change management processes, driving resolution and root-cause analysis
• Manage escalations and customer expectations with transparency and timely updates
• Define and refine ITIL-based practices (change, release, capacity, knowledge, etc.) to improve service efficiency
• Maintain continuity plans to recover systems and services during major outages or disasters
• Collaborate with internal teams (support, sales, R&D, professional services) to deliver a “Customer First” strategy
• Represent the brand with customers at a senior level, building trust and providing consultative advice on service delivery, costs, and functionality
• Act as a technical advisor, understanding customer environments and sharing insights internally
• Guide customers through upgrades, new releases, and best-practice solution deployments
• Conduct quarterly or consultative reviews to identify trends, recommend improvements, and resolve obstacles
• Maintain product knowledge and support documentation to enable effective solutions
• Support team development through training objectives and process best practices
• Support other tasks or projects as assigned to meet team and business needs

Manager

• Own a product portfolio end-to-end, from discovery and concept through launch, iteration, and retirement
• Build and maintain roadmaps, balancing short-term deliverables with a long-term strategic vision
• Evaluate products and processes to identify enhancements and net-new opportunities
• Lead launches and drive execution to deliver on time, on budget, and aligned to business goals
• Conduct market and competitor research to guide product positioning and shape roadmap priorities
• Build business cases and financial models to guide decisions and quantify ROI/KPIs
• Translate insights into requirements (PRDs, user stories, acceptance criteria, success metrics)
• Author strategy docs, charters, and playbooks to give teams clarity and direction
• Coordinate cross-functionally (Engineering, QA, Marketing, Sales, Partner Management) to align priorities and delivery
• Ensure security, compliance, quality, and deliverability standards are met
• Run innovation funnels to capture, prioritize, and resource new ideas and process improvements
• Support go-to-market (positioning, packaging, distribution) and segment personas with clear buying journeys and success measures
• Partner with business development to uncover growth opportunities and ecosystem alignment
• Support other tasks or projects as assigned to meet team and business needs

Portfolio Manager

Technical Product Manager

• Act as the key communicator and scrum facilitator for assigned products and teams, aligning stakeholders and driving delivery
• Translate product vision & goals into actionable, testable user stories with acceptance criteria that include API/data flows, dependencies, and non-functional requirements such as performance, reliability, and security
• Own the backlog with Product Management, prioritize by customer value, technical dependencies, and strategy, and balance features, platform work, and tech debt from ideation to release
• Lead agile ceremonies (refinement, planning, daily stand-ups, reviews/retros) and remove impediments to maintain healthy team velocity
• Collaborate with engineering to scope and estimate work, define API contracts/integration points, align on Definition of Done, and partner with QA/DevOps on release readiness and observability
• Use data and experimentation (analytics/BI, basic SQL, A/B or phased rollouts) to validate hypotheses, measure outcomes (adoption, latency, error rates), and demonstrate value to the business and customers
• Research market/competitors/users to inform the roadmap, contribute to the technical product roadmap, and plan launches and iterations on time and on budget
• Facilitate UAT for technical features and ensure delivered solutions meet defined requirements and quality standards
• Serve as an SME on HostPapa’s customers, services, and marketplace, communicate updates and trade-offs to technical and non-technical audiences, and support product marketing as needed
• Build strong relationships with engineering, design, marketing, support, and sales, and coordinate cross-team dependencies (e.g., story mapping) in microservices/cloud environments
• Support other tasks or projects as assigned to meet team and business needs

Technical Product Owner

Support Engineer

• Take ownership of customer-impacting incidents on our cloud-commerce platform, supporting both providers and end customers
• Manage tickets end-to-end, primarily through the service desk with occasional phone escalations
• Provide guidance to customers by answering how-to questions and recommending best practices for product functionality and configuration
• Investigate reported technical issues, perform troubleshooting, and determine effective solutions and root causes
• Resolve issues by following established procedures and documentation
• Collaborate with developers, account managers, and product teams to ensure timely resolution of reported issues
• Manage workload effectively and provide prompt, accurate updates to customers in line with SLAs
• Log, update, and close all tickets accurately in the tracking system
• Document troubleshooting steps and solutions as technical notes and knowledge base articles
• Adhere to standards for quality and customer satisfaction
• Stay current on products, related technologies, and processes through training and self-learning
• Support other tasks or projects as assigned to meet team and business needs

Technical Support Engineer

• Respond promptly and professionally to customer and partner inquiries via email and helpdesk channels
• Ensure every interaction is efficient, effective, and customer-focused
• Provide troubleshooting support and guidance to help customers maximize their use of our products
• Collaborate with the R&D team, offering functional QA feedback and reporting product issues
• Conduct functional QA testing to help maintain product quality and reliability
• Develop and expand your knowledge of our products and services on an ongoing basis
• Generate and maintain management reports on support activities, customer issues, and task progress
• Provide clear visibility into daily and weekly progress of assigned tasks and customer support cases
• Adapt to flexible work schedules, including evenings, weekends, and public holidays as required
• Support other tasks or projects as assigned to meet team and business needs

Technical Support Representative

Account Executive

• Take full ownership of the sales cycle from prospecting to closing
• Proactively generate leads and secure new business opportunities
• Build and manage a sustainable pipeline through consistent prospecting and strategic follow-up
• Guide prospects through complex decision cycles and close deals that contribute to company growth and market expansion
• Achieve and surpass quarterly revenue targets
• Maintain complete accuracy and timely updates in Zoho CRM (leads, contacts, opportunities, activities)
• Represent the company with professionalism and credibility in all client interactions
• Manage time and resources effectively to maximize impact across opportunities
• Deliver a best-in-class customer experience with integrity and service excellence
• Support other tasks or projects as assigned to meet team and business needs

Senior Sales Executive – Cloud and Infrastructure

• Take full ownership of the sales cycle from prospecting to closing
• Proactively generate leads and secure new business opportunities
• Build and manage a sustainable pipeline through consistent prospecting and strategic follow-up
• Achieve and surpass quarterly revenue targets
• Maintain complete accuracy and timely updates in Zoho CRM (leads, contacts, opportunities, activities)
• Represent the company with professionalism and credibility in all client interactions
• Manage time and resources effectively to maximize impact across opportunities
• Deliver a best-in-class customer experience with integrity and service excellence
• Support other tasks or projects as assigned to meet team and business needs

Senior Sales Executive, Cloud and Infrastructure

Frontend Engineer

• Build a high-performance logo editor using Fabric.js and the Canvas API, with features like snapping, grouping, exporting, and responsive performance on standard devices
• Develop a lightweight website builder in Next.js 15, with a modular page/section/block structure, drag-and-drop support, live preview, and full undo/redo capabilities
• Integrate an AI assistant using frameworks like LangChain or LangGraph to help users and automate tasks through direct tool interaction
• Create a production-ready shadcn design system that aligns closely with our Figma design library

Technical Account Manager

Portfolio Manager

Technical Product Owner

Technical Support Engineer

Technical Support Representative

Senior Sales Executive – Cloud and Infrastructure

Portfolio Manager

Senior Sales Executive, Cloud and Infrastructure

Technical Account Manager

Senior Front-End Developer