Act as the primary technical point of contact for assigned accounts, building trusted relationships and hosting regular meetings with technical stakeholders.
Support partners and their end-users by having the technical expertise of Shippo’s API, product features, carrier-specific integrations, and workflow solutions.
Support high-severity incident response by working with Engineering on root cause identification, impact analysis and providing customers with regular updates and communication.
Proactively monitor partner usage by setting up alarms/alerts, and tracking key metrics to ensure smooth and reliable operations.
Advocate for partners by representing their technical needs within Shippo, especially in the context of R&D changes or potential breaking updates.
Confidently engage with technical leaders at partner companies (e.g., Heads of Engineering, Product leaders), answering complex product/API questions with clarity and professionalism.
Own the technical content during presentations to highlight product usage, potential solutions, and troubleshooting.
Leverage cross-functional support teams to ensure partners have access to the product experts and resources they need.

3+ years of work experience in technical account management in e-commerce/marketplace platforms or fulfillment/software/SaaS industry
Strong technical background with proven experience working with APIs, debugging integrations, and analyzing technical workflows.
Proficiency with data analysis tools (Databricks, Looker, or similar) to query, analyze, and visualize partner usage data.
Experience translating partner needs into actionable internal deliverables, with strong ticketing and documentation practices.
Excellent written communication, presentation and relationship-building skills, with the ability to interact with senior engineering and product leaders.
Ability to work independently in incident and problem management, jumping into technical issues proactively.
Strong problem-solving mindset, with the ability to balance partner advocacy and internal priorities.

Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents).
Pets coverage is also available!
Take-as-much-as-you-need vacation policy & flexible working hours
One week-long company wide winter slow down
3 Volunteer Days Off (VTOs)
WFH stipend to set up your home office
Charity donation match up to $100
Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings.

Technical Account Manager

Key skills