Technical Account Manager - Commerce / Partner Success (100% Remote - Canada)

Technical Account Manager – Commerce / Partner Success (100% Remote – Canada)

Hopper Technology Solutions (HTS) powers white‑label travel platforms for leading financial institutions and airlines. As our partner portfolio grows, we need a highly skilled Technical Account Manager to serve as the technical liaison, coordinating with Product, Engineering, Supply, and Customer Experience teams to deliver reliable support and strategic growth for partners.

Day‑to‑day responsibilities

• Act as the primary technical point of contact for multiple B2B partners, translating inquiries into structured, actionable requests.
• Assess and validate reported issues before escalation, providing reproduction steps, logs, context, and severity assessment.
• Manage and prioritize requests across partners, balancing urgency, impact, and engineering bandwidth.
• Improve intake workflows, templates, and triage mechanisms to create consistency across partners.
• Collaborate with product, engineering, supply, and Customer Experience teams to refine escalation paths, service expectations, and communication standards.
• Coordinate the development of playbooks, documentation, and partner‑facing resources to strengthen transparency and operational excellence.
• Advocate for partner needs while keeping internal teams focused and aligned.

Qualifications

• Excellent communicator building trust through clarity, consistency, and professionalism.
• Strong prioritization, context‑switching, and organizational skills to handle multiple partners simultaneously.
• Adept at turning ambiguity into clarity and designing repeatable processes that scale.
• Technical fluency: experience interpreting logs, analyzing data, exploring APIs, and using monitoring tools.
• Previous experience in Technical Account Manager, Solutions Engineer, Technical Support Engineer, Product Specialist, or a hybrid technical‑customer role.
• Strong judgment in evaluating issue severity, partner impact, and operational urgency.

Nice to have

• Intermediate or advanced SQL skills; experience with data analysis, BI tools, or large datasets (BigQuery a plus).
• Familiarity with API debugging, distributed systems, or SaaS platform operations.
• Experience implementing or optimizing ticketing and triage systems (e.g., Zendesk, Jira Service Desk, Salesforce).
• Background improving cross‑functional workflows or partner‑facing operations at scale.

Benefits

• Competitive salary with pre‑IPO equity packages.
• Hopper covers 100% of group insurance premiums.
• Life, short‑term and long‑term disability coverage.
• Health Savings Account (HSA) covering eligible medical and dental expenses.
• Access to dialogue telemedicine services.
• RRSP plan with automatic pre‑tax withdrawals.
• Industry‑ahead parental leave.
• Unlimited PTO.
• Travel stipend.
• Co‑working space on demand through FlexDesk and work‑from‑home stipend.
• Entrepreneurial culture with open communication and large impact opportunities.

Compensation Range: CA$160K – CA$250K