Hopper
Technical Account Manager - Commerce / Partner Success (100% Remote - USA)
Hopper, Chicago, Illinois, United States, 60290
Technical Account Manager – Commerce / Partner Success (100% Remote – USA)
About the Job
Hopper Technology Solutions (HTS)
powers the white‑label travel platforms for some of the world’s largest financial institutions and airlines. As our strategic partner portfolio expands, so does the need for sophisticated technical expertise and dedicated relationship management. We are seeking a high‑impact Technical Account Manager (TAM) to serve as the technical liaison for multiple strategic partners.
This hands‑on, results‑oriented position uses diagnostic skills and analytical abilities to validate incoming issues, structure comprehensive problem reports, and coordinate with engineering. Your main goal is to ensure that all technical escalations are complete, actionable, and correctly prioritized. You will also play a key part in defining and optimizing our global intake, triage, communication, and escalation frameworks.
In short, this role requires investigative curiosity, clear communication, strong organizational skills, and a process‑improvement mindset across a dynamic portfolio of partners and parallel technical workstreams.
What Your Day‑to‑Day Looks Like
Partner Engagement & Communication:
Serve as primary technical point of contact for multiple B2B partners and translate inquiries into structured, actionable requests with complete context.
Provide clear updates, timelines, and expectations, ensuring partners feel supported and aligned.
Technical Triage & Analysis:
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 issues stemming from configuration, supply content, product behavior, data quality, or system defects.
Manage and prioritize requests across multiple partners simultaneously, balancing urgency, impact, and engineering bandwidth.
Process & Program Development:
Improve intake workflows, templates, and triage mechanisms; 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.
Cross‑Functional Collaboration:
Coordinate with diverse stakeholders—including product managers, engineers, supply specialists, Customer Experience teams, and external partner teams—to maintain clear follow‑through and ownership across parallel workstreams.
Ideal Candidate
Excellent communicator who builds trust 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.
Experience 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.
Nice to Haves
Intermediate or advanced SQL skills, experience with data analysis, BI tools, or large datasets (BigQuery experience is a plus).
Familiarity with API debugging, distributed systems, or SaaS platform operations.
Experience implementing or optimizing ticketing and triage systems (Zendesk, Jira Service Desk, Salesforce, etc.).
Background improving cross‑functional workflows or partner‑facing operations at scale.
Benefits
Well‑funded startup with large ambitions; competitive salary and 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.
Generous parental leave, above industry standards.
Entrepreneurial culture, open communication with leadership.
Small, dynamic teams with massive impact.
100 % employer‑paid Medical, Dental, Vision coverage for employees.
Access to Disability & Life insurance.
Health Reimbursement Account (HRA).
401(k) plan with DCA/FSA.
About Hopper At Hopper, we aim to become the leading travel platform globally, powering our mobile app, website and B2B business, HTS. Leveraging massive amounts of data and advanced machine learning, Hopper offers proprietary fintech products that enhance travel experiences. Our platform serves hundreds of millions of travelers and continues to grow.
Through HTS, we partner with leading travel brands—including Capital One, Nubank, Air Canada, and more—to integrate our fintech products and end‑to‑end travel portals. The company has raised over 750 million USD, is backed by top investors, and is positioned for continued growth.
Compensation Range: CA$160 K – CA$250 K.
#J-18808-Ljbffr
Hopper Technology Solutions (HTS)
powers the white‑label travel platforms for some of the world’s largest financial institutions and airlines. As our strategic partner portfolio expands, so does the need for sophisticated technical expertise and dedicated relationship management. We are seeking a high‑impact Technical Account Manager (TAM) to serve as the technical liaison for multiple strategic partners.
This hands‑on, results‑oriented position uses diagnostic skills and analytical abilities to validate incoming issues, structure comprehensive problem reports, and coordinate with engineering. Your main goal is to ensure that all technical escalations are complete, actionable, and correctly prioritized. You will also play a key part in defining and optimizing our global intake, triage, communication, and escalation frameworks.
In short, this role requires investigative curiosity, clear communication, strong organizational skills, and a process‑improvement mindset across a dynamic portfolio of partners and parallel technical workstreams.
What Your Day‑to‑Day Looks Like
Partner Engagement & Communication:
Serve as primary technical point of contact for multiple B2B partners and translate inquiries into structured, actionable requests with complete context.
Provide clear updates, timelines, and expectations, ensuring partners feel supported and aligned.
Technical Triage & Analysis:
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 issues stemming from configuration, supply content, product behavior, data quality, or system defects.
Manage and prioritize requests across multiple partners simultaneously, balancing urgency, impact, and engineering bandwidth.
Process & Program Development:
Improve intake workflows, templates, and triage mechanisms; 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.
Cross‑Functional Collaboration:
Coordinate with diverse stakeholders—including product managers, engineers, supply specialists, Customer Experience teams, and external partner teams—to maintain clear follow‑through and ownership across parallel workstreams.
Ideal Candidate
Excellent communicator who builds trust 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.
Experience 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.
Nice to Haves
Intermediate or advanced SQL skills, experience with data analysis, BI tools, or large datasets (BigQuery experience is a plus).
Familiarity with API debugging, distributed systems, or SaaS platform operations.
Experience implementing or optimizing ticketing and triage systems (Zendesk, Jira Service Desk, Salesforce, etc.).
Background improving cross‑functional workflows or partner‑facing operations at scale.
Benefits
Well‑funded startup with large ambitions; competitive salary and 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.
Generous parental leave, above industry standards.
Entrepreneurial culture, open communication with leadership.
Small, dynamic teams with massive impact.
100 % employer‑paid Medical, Dental, Vision coverage for employees.
Access to Disability & Life insurance.
Health Reimbursement Account (HRA).
401(k) plan with DCA/FSA.
About Hopper At Hopper, we aim to become the leading travel platform globally, powering our mobile app, website and B2B business, HTS. Leveraging massive amounts of data and advanced machine learning, Hopper offers proprietary fintech products that enhance travel experiences. Our platform serves hundreds of millions of travelers and continues to grow.
Through HTS, we partner with leading travel brands—including Capital One, Nubank, Air Canada, and more—to integrate our fintech products and end‑to‑end travel portals. The company has raised over 750 million USD, is backed by top investors, and is positioned for continued growth.
Compensation Range: CA$160 K – CA$250 K.
#J-18808-Ljbffr