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.

• 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

• 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

• Grocery or retail operations background

• Experience supporting multi-location customers

• SQL, API, or log-level debugging exposure

• Prior startup or high-growth environment experience