Hopper is seeking a Technical Account Manager - LATAM Core to join our team in a 100% remote capacity. In this role, you will be the primary technical liaison for multiple strategic B2B partners, responsible for triaging and validating technical issues, structuring problem reports, and coordinating with engineering to ensure escalations are actionable and prioritized. You will play a key part in improving our global intake, triage, communication, and escalation frameworks.
What You'll Do
- Serve as the primary technical point of contact for multiple B2B partners, each with unique needs, priorities, and communication channels.
- Translate partner inquiries into structured, actionable requests with complete context.
- Provide clear updates, timelines, and expectations to partners.
- Assess and validate reported issues before escalating to engineering, including reproduction steps, logs, context, severity assessment, and data insights.
- Investigate technical or data-centric questions using internal tools, dashboards, and SQL.
- Manage and prioritize requests across multiple partners simultaneously, balancing urgency, impact, and engineering bandwidth.
- Improve intake workflows, templates, and triage mechanisms to create consistency across partners.
- Collaborate with product, engineering, supply, and Customer Experience teams to refine escalation paths, service expectations, and communication standards.
- Contribute to playbooks, documentation, and partner-facing resources.
- Coordinate with a wide and diverse set of stakeholders, including product managers, engineers, supply specialists, Customer Experience teams, and external partner teams.
- Maintain clear follow-through, alignment, and ownership across parallel workstreams.
- Advocate for partner needs while helping internal teams maintain focus and momentum.
What We're Looking For
- Proven experience as a Technical Account Manager or similar client-facing technical role.
- Strong ability to triage, validate, and structure complex technical issues for engineering teams.
- Excellent communication skills for translating technical details to partners and internal teams.
- Experience managing and prioritizing multiple parallel requests and workstreams.
- Proficiency with SQL for data investigation and analysis.
- Ability to collaborate effectively with a wide range of stakeholders across product, engineering, supply, and customer experience.
- Strong ownership and problem-solving skills with a focus on process improvement.
Technical Stack
- SQL
Team & Environment
You will coordinate closely with Product, Engineering, Supply, and Customer Experience teams. Our culture is entrepreneurial, where pushing limits and taking risks is everyday business. We maintain open communication with management and company leadership, and our small, dynamic teams are structured for massive impact.
Benefits & Compensation
- Well-funded and proven startup with large ambitions, competitive salary, and the upsides of pre-IPO equity packages.
- Carrot Cash travel stipend.
- Hopper covers 100% of the employee premiums for EOR-offered health, dental, life and short term disability insurances with SulAmerica.
- Monthly meal vouchers for employees in Brazil.
- Very generous parental leave.
- Flexdesk All Access Pass & Work-from-home stipend.
Work Mode
This is a 100% remote position open to candidates based in LATAM.
