Technical Account Manager

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

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

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

Grocery or retail operations background

Experience supporting multi-location customers

SQL, API, or log-level debugging exposure

Prior startup or high-growth environment experience