Vori

Technical Account Manager

Vori

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Serve as the primary technical escalation point for a portfolio of live grocery customers
  • Own complex, cross-functional technical issues involving POS software, hardware, integrations, and/or data flows
  • Perform root cause analysis on recurring issues and partner with Product and Engineering on durable fixes
  • Proactively monitor account health signals (ticket trends, incident frequency, configuration gaps, rollout changes)
  • Guide customers through technically complex changes
  • Translate customer-side operational needs into clear technical requirements for internal teams
  • Coordinate structured incident response during outages or high-severity events
  • Improve internal documentation, runbooks, and escalation playbooks based on real-world learnings
  • Act as a force multiplier for Support by identifying patterns and reducing repeat issues

Requirements

  • 4+ years in a technical, customer-facing role (TAM, Solutions Engineer, Senior Support, Implementation Engineer, POS Ops, etc.)
  • Strong understanding of POS environments, preferably in grocery or retail
  • Hands-on experience with:
  • POS software and back-office systems
  • Hardware (terminals, receipt printers, scanners, cash drawers)
  • Third-party integrations and data sync issues
  • Comfort working through ambiguity and owning problems end-to-end
  • Strong written and verbal communication skills — especially explaining technical issues to non-technical operators
  • Experience working cross-functionally with Product, Engineering, and Support teams
Benefits
  • Health insurance
  • Remote work options
Applicant Tracking System Keywords

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

Hard Skills & Tools
POS softwareback-office systemshardwarethird-party integrationsdata syncroot cause analysisincident responsetechnical requirementsconfiguration managementdocumentation
Soft Skills
communicationproblem-solvingcross-functional collaborationcustomer-facingambiguity managementtechnical explanationincident managementpattern identificationorganizational skillsproactive monitoring