Technical Account Manager

Position Summary

With team members and customers in 39 countries around the globe, HostPapa is currently one of the fastest-growing web hosting companies with a wide range of products available. At its core, we provide individuals and small and medium-sized businesses with access to valuable tools and services critical to their online success, including a Website Builder service for making website creation an ultra-easy task for anyone. Tailored to meet every user's unique needs, our award-winning customer support, email, and cloud-based solutions keep HostPapa at the cutting edge of the web hosting industry and innovation by putting our customers first.

As the Technical Account Manager, you will focus on maintaining and enhancing customer environments, coordinating platform maintenance, and providing proactive technical guidance. You will work closely with internal teams and customers to ensure optimal platform performance and strong customer satisfaction.

What you’ll do

• Take ownership of customer service delivery across platform, professional, managed, and support services
• Ensure high-quality service levels through monitoring, performance targets, and compliance with SLAs/contracts
• Oversee incident, problem, and change management processes, driving resolution and root-cause analysis
• Manage escalations and customer expectations with transparency and timely updates
• Define and refine ITIL-based practices (change, release, capacity, knowledge, etc.) to improve service efficiency
• Maintain continuity plans to recover systems and services during major outages or disasters
• Collaborate with internal teams (support, sales, R&D, professional services) to deliver a “Customer First” strategy
• Represent the brand with customers at a senior level, building trust and providing consultative advice on service delivery, costs, and functionality
• Act as a technical advisor, understanding customer environments and sharing insights internally
• Guide customers through upgrades, new releases, and best-practice solution deployments
• Conduct quarterly or consultative reviews to identify trends, recommend improvements, and resolve obstacles
• Maintain product knowledge and support documentation to enable effective solutions
• Support team development through training objectives and process best practices
• Support other tasks or projects as assigned to meet team and business needs

About you

• 8+ years in customer-facing roles (e.g., Technical Account Manager, Service Delivery Manager, Support Lead)
• Fluent in English and Spanish (Portuguese a plus)
• Experience with service providers or cloud resellers, supporting enterprise clients
• Proven stakeholder management skills: building trust, setting expectations, and strengthening relationships at all levels
• Strong organizational ability to manage competing customer demands and priorities
• Excellent communication, presentation, and relationship-building skills with global partners and internal teams
• An analytical mindset to resolve technical and project management challenges
• Flexible and willing to be on-call for high-severity customer issues
• ITIL Foundation certification (V4 preferred); PMP, Agile, or Six Sigma are assets
• Strategic thinker with customer focus and ability to see the bigger picture

What we offer:

• Work from anywhere - this is a remote opportunity
• A competitive salary that values you and your unique skill sets
• Career advancement & professional development opportunities to help you reach your full potential
• Flexible work arrangements to support work/life balance

About us:

At HostPapa, we’ve been committed to providing a complete array of enterprise-grade cloud services solutions to every business owner since 2006. These services, traditionally out of reach to smaller businesses, are offered in a one-stop shop, making it quick and easy for customers to select the services they need to grow. We back these offerings with 24/7 award-winning customer support in four languages.

Our HostPapa family values diversity and inclusion. We have a friendly company culture built on trust and respect spanning the entire company. With the acquisition of several companies into our product portfolio within the past year, we’re growing at an incredible rate and have ample opportunities for career growth.

Come join our talented team of enthusiastic, hard-working, passionate, driven people engaged in meaningful, innovative work. We can’t wait to meet you!

HostPapa is an equal-opportunity employer committed to diversity and inclusion. As a multicultural organization, we encourage individual achievement and recognize the strength of our diverse team. HostPapa is committed to providing accommodations for people with disabilities. If you require accommodation, please let us know, and we will work with you to meet your needs. Accommodation may be provided in all parts of the hiring process.

It is anticipated that this position will be performed outside of Ontario.