Loading...
ManagerFull-timeRustAPI
Salary Range
$115,600 - $156,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Account Manager to join our team at Vori. This role serves as a post-implementation technical partner for grocery customers, focusing on system reliability, complex troubleshooting, and helping customers run smoothly on Vori’s platform at scale.
Key Responsibilities
- →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), and 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
