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

Excellent communicator who can build trust with partners and internal teams. 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. Experienced 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. Intermediate or advanced SQL skills (nice to have). Familiarity with API debugging, distributed systems, or SaaS platform operations (nice to have). Experience implementing or optimizing ticketing and triage systems (nice to have). Background improving cross-functional workflows or partner-facing operations at scale (nice to have).

Serve as the primary technical point of contact for multiple B2B partners. Translate partner inquiries into structured, actionable requests with complete context. Provide clear updates, timelines, and expectations to partners. Assess and validate reported issues before escalating to engineering. Investigate technical or data-centric questions using internal tools, dashboards, and SQL. Manage and prioritize requests across multiple partners simultaneously. Improve intake workflows, templates, and triage mechanisms. Collaborate with product, engineering, supply, and Customer Experience teams to refine escalation paths. Contribute to playbooks, documentation, and partner-facing resources. Coordinate with a wide and diverse set of stakeholders. Maintain clear follow-through, alignment, and ownership across parallel workstreams. Advocate for partner needs while helping internal teams maintain focus and momentum.