Technical Account Manager

Technical Account Manager - Commerce / Partner Success (100% Remote - Brazil) Join Hopper as a Technical Account Manager (TAM) and act as the technical liaison for multiple strategic partners. Using diagnostics, analysis, and strong organizational skills, you will ensure every partner receives clear, consistent, and reliable support for technical inquiries while driving process improvements across the partner portfolio. Employment Modality (Brazil - EOR): This remote role is a long‑term Employment Relationship (Relação de Emprego) under Brazilian Consolidated Labor Laws (CLT). The contract will be managed through a local Employer of Record (EOR) to ensure full compliance with all Brazilian labor laws, benefits, and mandatory contributions. About the Job Hopper Technology Solutions (HTS) powers white‑label travel platforms for leading financial institutions and airlines. As our strategic partner portfolio expands, we need a TAM who can seamlessly integrate Product, Engineering, Supply, and Customer Experience teams to deliver top‑tier support and strategic partnership growth. Responsibilities Partner Engagement & Communication: Serve as the primary technical point of contact for multiple B2B partners, translating inquiries into structured, actionable requests and providing clear updates, timelines, and expectations. Technical Triage & Analysis: Validate reported issues before escalation, assess severity, reproduce steps, and investigate root causes using logs, dashboards, SQL, and internal tools. Process & Program Development: Improve intake workflows, templates, triage mechanisms, and escalation paths to create consistency across partners. Collaborate with product, engineering, supply, and Customer Experience teams to refine communication standards and service expectations. Cross‑Functional Collaboration: Coordinate with stakeholders, maintain clear follow‑through, and advocate for partner needs while managing internal priorities. Ideal Candidate Excellent communicator who builds trust through clarity, consistency, and professionalism. Strong prioritization and context‑switching skills, able to operate across several partners simultaneously. Skilled at turning ambiguity into clarity and designing repeatable, scalable processes. Technically fluent: experience interpreting logs, analyzing data, exploring APIs, and using monitoring tools for issue investigation. Previous role as a Technical Account Manager, Solutions Engineer, Technical Support Engineer, Product Specialist, or similar hybrid technical‑customer role. Strong judgment in evaluating issue severity, partner impact, and operational urgency. Nice to Haves Intermediate or advanced SQL skills; experience with data analysis, BI tools, or large datasets (BigQuery is a plus). Familiarity with API debugging, distributed systems, or SaaS platform operations. Experience implementing or optimizing ticketing and triage systems such as Zendesk, Jira Service Desk, or Salesforce. Background improving cross‑functional workflows or partner‑facing operations at scale. Perks and Benefits Competitive salary with pre‑IPO equity packages. Carrot Cash travel stipend. Hopper covers 100% of employee premiums for health, dental, life, and short‑term disability insurances via SulAmerica. Monthly meal vouchers for Brazilian employees. Very generous parental leave. Flexdesk All Access Pass & work‑from‑home stipend. Entrepreneurial culture fostering risk‑taking and innovation. Open communication with management and company leadership. Small, dynamic teams with massive impact. About Hopper Hopper is a global travel platform powering a mobile app, website, and B2B business (HTS). Leveraging massive data and machine learning, Hopper delivers transparent, flexible, and savings‑oriented travel experiences with fintech products like Cancel for Any Reason and Flight Disruption Assistance. With over 120 million app downloads and a focus on Gen Z and Millennials, Hopper remains a leading innovator in travel technology. Compensation CA$160K – CA$250K per year. #J-18808-Ljbffr