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.What You’ll DoServe as the primary technical escalation point for a portfolio of live grocery customersOwn complex, cross-functional technical issues involving POS software, hardware, integrations, and/or data flowsPerform root cause analysis on recurring issues and partner with Product and Engineering on durable fixesProactively monitor account health signals (ticket trends, incident frequency, configuration gaps, rollout changes)Guide customers through technically complex changesTranslate customer-side operational needs into clear technical requirements for internal teamsCoordinate structured incident response during outages or high-severity eventsImprove internal documentation, runbooks, and escalation playbooks based on real-world learningsAct as a force multiplier for Support by identifying patterns and reducing repeat issuesWhat We’re Looking For4+ 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 retailHands-on experience with:POS software and back-office systemsHardware (terminals, receipt printers, scanners, cash drawers)Third-party integrations and data sync issuesComfort working through ambiguity and owning problems end-to-endStrong written and verbal communication skills — especially explaining technical issues to non-technical operatorsExperience working cross-functionally with Product, Engineering, and Support teamsNice to HaveGrocery or retail operations backgroundExperience supporting multi-location customersSQL, API, or log-level debugging exposurePrior startup or high-growth environment experience