Enterprise Technical Account ManagerJob #:
Start date:
ASAPLocation:
Toronto / Remote
OverviewAs an Enterprise Technical Account Manager (TAM), you will draw on your customer-facing skills, relationship building abilities, and technical acumen to help our retailers successfully navigate the platform. Through ownership of a dedicated number of retailer accounts, you effectively support and lead all technical conversations. This role is for a highly motivated and self‑directed individual seeking an impactful role aimed at changing the way consumers shop for groceries (and more) via a cutting‑edge e‑commerce platform, and to work with some of the largest retailers in the world on solving large scale business problems. This responsibility includes developing a strong partnership across Engineering, Product, Business Development and many other cross‑functional partners.
About The Job
Technical Support and Relationship Management
Improve Customer Performance – Advocate on behalf of the customer
Collaborative Execution
Own overall success of partner technical deployments (releases, version upgrades, bug fixes, new features/enhancements) and support strategy
Serve as the technical point of contact for diagnosing, investigating, and triaging platform functionality and third‑party integrations
Optimize portfolio of accounts by reviewing technical performance and platform health – error rates, data feed optimization, uptime, etc. – and tweak variables/configurations for improvements
Investigate data anomalies (e.G., order creation, cancellations, payments, logins) and answer support questions from internal and external parties




Regularly engage with diverse internal and external stakeholder groups, collaborating with cross‑functional and geographically dispersed teams, and engaging with Engineers and Product Managers on a day‑to‑day basis in Toronto
Lead status calls with retailers to drive discussion and resolution on outstanding support issues ranging in severity, complexity, and environment (Production & Non‑Production)
Plan, mitigate, and execute production changes with retailers and cross‑functional teams
Triage and drive resolution on incoming retailer support tickets via Jira Service Desk while managing preset business priorities and adhering to SLAs;

own follow‑up on actionitems and leverage incidents as opportunities to improve processes
Keep up to date on client’s products/platform – new features, restrictions, limitations, best practices, and technical details – and serve as the customer’s first and main point of contact for all product‑related issues and questions
Meticulously document new ideas, lessons learned, and customer‑specific knowledge in the internal knowledge base;

document customer‑specific technical support processes and runbooks to ensure team productivity and effective communication
Work with business, engineering, and product teams to execute on customer priorities and support broader Instacart goals and objectives




Collaborate with Business Development, Technical Project Management, and Solutions Delivery teams;

report to the client’s Engineering Organization and be a key component of account management within the Technical Delivery team
About You
Bachelor’s degree in Computer Science, related technical field, or equivalent, plus 2+ years of experience as a Technical Account Manager supporting enterprise solutions
Deep knowledge of SaaS application development logistics, distributed systems, and release/version management
Outstanding technical aptitude and ability to quickly learn the e‑commerce platform to optimize retailer performance
Intuitive understanding of how product features work and quick learning of new software
Hands‑on experience and working knowledge of SQL and API (HTTP REST)
Working knowledge of Linux command line and Git
Incident‑management experience for critical production issues
Experience initiating and driving significant process improvements for better customer outcomes
Independent, self‑motivated, fast‑paced, and able to thrive in an ambiguous, rapidly changing environment with a strong bias for action and ability to juggle multiple priorities
Strategic and critical approach to troubleshooting, challenging the status quo, and offering viable solutions
Ability to translate complex technical concepts to non‑technical and executive audiences
Data‑driven decision‑making mentality and ability to tell compelling stories to improve customer performance and relationships
Detail‑oriented mindset and ability to thrive in fast‑mo

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