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Apex Systems , a global IT services provider, has an opening within our Consulting Practice in the Online Retail space. We are seeking an experienced Enterprise Technical Account Manager (TAM) with strong API troubleshooting , automation , and B2B experience to support one of our large e-commerce/retail clients.

Contract/FTE : contract

Location: Toronto, hybrid mode

Start Date: ASAP

Overview

As an Enterprise Technical Account Manager, you will leverage your customer-facing skills, technical expertise, and relationship-building capabilities to guide retailers through the client’s platform. You’ll be responsible for leading technical conversations across a set of enterprise retail accounts, helping to solve large-scale business challenges, and working closely with Engineering, Product, Business Development, and other cross-functional teams.

This is an exciting opportunity for a self-driven and highly motivated professional seeking a meaningful role in transforming how consumers shop through an innovative e-commerce platform.

Key Responsibilities

1. Technical Support & Relationship Management

- Serve as the technical point of contact for retailer partners.
- Own the success of partner technical deployments, including releases, upgrades, bug fixes, and enhancements.
- Diagnose and triage issues related to platform functionality and 3rd-party integrations.

2. Performance Optimization & Customer Advocacy

- Continuously monitor technical performance across your portfolio — error rates, data feeds, uptime, etc.
- Proactively adjust configurations and settings to improve platform health.
- Advocate on behalf of customers for product enhancements or issue resolution.





3. Cross-Functional Collaboration & Execution

- Collaborate with geographically dispersed teams including Engineers, Product Managers, and Business Development.
- Lead technical status calls and ensure resolution of open issues (across production and non-production environments).
- Coordinate with internal teams to plan, mitigate, and execute production changes.
- Triage and manage retailer tickets through Jira Service Desk while meeting SLA requirements.
- Drive continuous process improvement and operational maturity using learnings from incidents and feedback.

4. Documentation & Knowledge Sharing

- Maintain up-to-date internal documentation, including integration specifics and technical support processes.
- Create and share “best practices” and playbooks for internal and external stakeholders.
- Stay current on platform features, best practices, and limitations.

About You

- Education & Experience:
- Bachelor’s degree in Computer Science, or related field (or equivalent experience).
- 2+ years in a Technical Account Manager role supporting enterprise-level SaaS solutions.
- Technical Proficiency:
- Solid understanding of distributed systems, release/version management, and SaaS logistics.
- Hands-on experience with SQL and RESTful APIs.
- Comfortable with Linux command line and Git.
- Exposure to programming languages such as Python or Ruby is a plus.
- Incident & Process Management:




- Experience with incident management in production environments.
- Proven ability to initiate and lead process improvements to enhance customer outcomes.
- Highly independent, self-motivated, and thrives in fast-paced, ambiguous settings.
- Excellent communication, presentation, and stakeholder management skills.
- Strong analytical mindset with a data-driven decision-making approach.
- Able to translate complex technical concepts for non-technical and executive audiences.
- Bonus Skills:
- Familiarity with DevOps tools like Jenkins, Spinnaker, AirFlow, Terraform.
- Experience with cloud environments (AWS, GCP), containers (Docker), and orchestration (Kubernetes).

You Will Work Closely With:

- Business Development
- Technical Project Management
- Solutions Delivery
- You will report into our client’s Engineering Organization and play a key role on the Technical Delivery Team .

Seniority level

- Seniority level

Mid-Senior level

Employment type

- Employment type

Contract

Job function

- Job function

Information Technology
- Industries

IT Services and IT Consulting

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📌 Enterprise Technical Account Manager (Toronto)
🏢 Apex Systems
📍 Toronto