Ziosk

Technical Account Manager

• Partner with the Client Director to ensure the success and operational health of assigned enterprise customers.
• Serve as the primary technical and operational point of contact for assigned accounts, representing the voice of the customer internally and the voice of Ziosk externally.
• Own end-to-end execution of customer initiatives across the Ziosk platform, including promotions, menu updates, surveys, configuration changes, and feature releases.
• Gather customer requirements and coordinate execution across Content, Engineering, Support, and Deployment teams using internal workflows.
• Manage multiple concurrent customer initiatives, maintaining clear timelines, communication, and delivery expectations.
• Validate customer configuration changes and deployments using Ziosk test devices and internal lab environments to ensure accuracy prior to release.
• Monitor platform performance and environment health (device health, payment conversion, engagement, and feature adoption) and present insights to customers.
• Manage communication and coordination for high-severity issues, ensuring timely updates and resolution.
• Build and maintain strong relationships with customer operations, IT, and leadership teams through regular communication and review meetings.
• Communicate product enhancements, feature releases, and platform updates to customers and provide related documentation or training as needed.
• Manage intake and execution of customer configuration changes—including promotions, menu updates, surveys, and feature releases—through internal workflows (Jira).
• Coordinate and track feature requests, bug fixes, and software updates through the Ziosk software development lifecycle.
• Configure and validate platform updates using internal tools, test devices, and lab environments prior to deployment.
• Manage customer content and configuration updates across the Ziosk platform, including menu structures, promotional campaigns, and survey flows.
• Maintain accurate customer environment data including device inventory, reporting subscriptions, and configuration records.
• Partner with Support and Engineering teams to investigate issues, coordinate escalations, and ensure timely resolution.
• Communicate deployment readiness, release notes, and platform updates to customers.

Enterprise Technical Account Manager

Full-stack Engineer

• Diagnose and resolve complex production issues across Android (C++, Kotlin, React Native) and .NET systems using logs, telemetry, and AI-assisted analysis.
• Design and improve AI-enabled log analysis and incident triage workflows to accelerate root cause identification.
• Leverage AI-assisted development tools to generate, test, and validate code fixes efficiently.
• Identify repetitive break/fix patterns and develop AI-driven automation to reduce manual debugging effort.
• Integrate AI-supported diagnostics and automation into CI/CD pipelines and defect tracking systems.
• Implement durable fixes that reduce repeat incidents and improve overall system reliability.
• Build and refine retrieval-based (RAG) workflows to surface historical incident context and detect recurring patterns.
• Document resolutions and automation improvements to expand AI-assisted resolution coverage and reduce MTTR.

Enterprise Technical Account Manager

AI Software Engineer – Reliability