Technical Account Manager
The Technical Account Manager (TAM) at Vori is a post-implementation technical partner for our grocery customers. This role is deeply technical and operational, focused on system reliability, complex troubleshooting, and helping customers run smoothly on Vori’s platform at scale. The TAM acts as a trusted technical owner for a defined set of accounts, bridging product, engineering, support, and implementation to proactively surface risks, resolve issues, and improve long-term platform adoption and stability.
What You’ll Do
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
What We’re Looking For
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
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
Nice to Have
Grocery or retail operations background
Experience supporting multi-location customers
SQL, API, or log-level debugging exposure
Prior startup or high-growth environment experience