Instacart
Instacart is a North American leader in online grocery delivery.
San Francisco, CA
Remote

Senior Enterprise Technical Account Manager

| San Francisco, CA + 1 more | Remote
Apply Now
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We're transforming the grocery industry

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together. 

Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.

OVERVIEW

As a Senior 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

  1. Technical Support and Relationship Management
  2. Improve Customer Performance - Advocate On Behalf Of The Customer
  3. Collaborative Execution
  • You will own the overall success of partner technical deployments (releases, version upgrades, bug fixes, new features/enhancements) and support strategy.
  • Additionally, you will be part of a group responsible for being the technical point of contact for diagnosing, investigating, and triaging platform functionality and 3rd party integrations.
  • Optimize your portfolio of accounts by consistently reviewing your customer’s technical performance and overall platform health - including error rates, data feed optimization, up-time, etc., understanding the opportunities and then tweaking variables and configurations for improvements
  • You will investigate data anomalies (i.e. order creation, cancellations, payments, logins, etc.) and answer support questions from both internal and external parties
  • As a member of the Technical Delivery team, you will regularly engage with diverse internal and external stakeholder groups. Internally, you will be collaborating with cross-functional and geographically dispersed teams, but also engaging with Engineers and Product Managers on a day-to-day basis in our Toronto office. 
  • Lead status calls with retailer(s) to drive discussion and resolution on outstanding support issues ranging in severity, complexity, and environment (Production & Non-Production).  
  • Work with retailers and cross functional teams to properly plan, mitigate and execute production changes
  • Triage and drive resolution on incoming retailer support tickets via Jira Service Desk while managing preset business priorities and adhering to SLAs. Own the follow-up on action items and leverage all issues and incidents as opportunities to identify improvement areas and to grow and mature our processes and teams.
  • Keep up to date on Instacart's products/platform, i.e. new product features, restrictions and limitations, best practices as well as technical details. You will be 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 (integrations, customizations, configurations) in our internal knowledge base. Document customer specific technical support processes and runbooks to ensure team productivity and efficient communication.
  • Work with business, engineering and product teams to execute on customer priorities and ensure you’re also supporting broader Instacart goals and objectives
  • You will be working alongside the following teams: Business Development, Technical Project Management, and Solutions Delivery. The TAM role reports into the Instacart Engineering Organization and is a fundamental component of account management under the Technical Delivery team. 

ABOUT YOU 

  • You have a Bachelor's degree in Computer Science, related technical field, or equivalent practical experience with 2+ years of experience working as a Senior Technical Account Manager supporting Enterprise solutions. 
  • Deep knowledge of the logistics of SaaS application development, distributed systems, and release/version management.
  • You have outstanding technical aptitude and acumen. You can quickly learn the ins and outs of our e-commerce platform to optimize retailer performance.
  • You excel at learning new software quickly and often have an intuitive knowledge about how product features work.
  • You have practical hands on experience and working knowledge of SQL and APIs (HTTP REST).
  • Working knowledge of the Linux command line and Git.
  • You have incident management experience for critical issues impacting a production environment. 
  • You have initiated and driven significant process improvements in the past, leading to better customer outcomes.
  • You are independent and thrive in a self-motivated fast-paced, often ambiguous, and rapidly changing environment. You have a strong bias for action and the ability to juggle multiple priorities. You can create a sense of urgency for day-to-day priorities requiring immediate attention. 
  • You approach troubleshooting strategically and critically always looking to challenge the status quo and offer up viable solutions/options.
  • You possess the ability to quickly understand and translate complex product and technical concepts to non-technical and executive audiences through your developed skill set of interfacing with external stakeholders. 
  • You have a data-driven decision making mentality that will allow you to draw insights and tell a compelling story to improve customer performance and relationships.
  • You have a detail oriented mindset with the ability to thrive in fast moving, ambiguous environments.
  • You have excellent communication and presentation skills.
  • You will develop “best practice solutions” and create guides (run/playbooks) for internal and external stakeholders..
  • Working knowledge of or the ability to read and understand software written in Python or Ruby is considered an asset.
  • You are familiar with DevOps and CI/CD - experience in working with Jenkins, Spinnaker, AirFlow, and Terraform would be considered an asset.
  • You have familiarity with Public Cloud providers such as AWS and GCP and other cloud technologies such as Kubernetes and Docker

#LI-Remote

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
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What are Instacart Perks + Benefits

Instacart Benefits Overview

Health & Wellbeing
At Instacart we offer generous employer contributions to healthcare for comprehensive medical, dental, vision and mental health. From flu-shot clinics to “take what you need” time off, we provide a holistic approach to supporting our employees' physical and emotional well being.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, flexible schedules, a grocery credit, and sweet baby swag are offered to new parents. We aim to support parents returning to work with on-site Mother’s Rooms, our Parents @ ERG, and events like Bring Your Child to Work Day.

Food
We donut take food (or food puns) lightly at here Instacart. From giving all employees a free Instacart Express membership to celebrating milestones and cultural heritage months with food, to hosting a monthly AMA with our CEO called "the Scoop" (featuring scoops of ice cream), food is baked into our daily lives.

Culture
Volunteer in local community
Our social impact program, Instacart Serves, aims to nourish our communities by helping to remove barriers to food access and enrich the lives of our communities through an annual volunteer week.
Partners with Nonprofits
Instacart is committed to supporting the communities we serve and we are proud to team up with our giving partner Feeding America to combat food insecurity.
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
We require all Instacart employees to complete a mandatory unconscious bias training. Our employee resource groups have also partnered together to launch a diversity and training program.
Diversity Employee Resource Groups
At Instacart, we have five active Employee Resource Groups (ERGs): Nightshades (our Black ERG), Rainbow Carrots (our LGBTQ+ ERG), Saźon (our Latinx ERG), [email protected], and [email protected]
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 12 weeks of paid parental leave for employees who become parents (through birth, adoption, or foster care) to support them and their families as they take on their new role as a parent.
Flexible Work Schedule
As a company, we’ve adopted a set of guidelines for managers to help accommodate caregivers on their teams including offering flexible schedules and extra time blocks throughout the day.
Family Medical Leave
Adoption Assistance
We provide Family Planning benefits for all types of families, including but not limited to fertility planning, surrogacy support, adoption services, care navigation, and reproductive technology.
Company sponsored family events
We partner with our [email protected] community to host virtual events and programming for families such as cooking classes, arts and craft kits delivered, and magic shows over Zoom.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Home Office Stipend for Remote Employees
We have a $600 stipend for outfitting your home office, as well as monthly phone & internet reimbursement.
Professional Development Benefits
Job Training & Conferences
We offer free Udemy subscriptions for every employee to allow them to develop new skills and foster existing ones by enrolling in a wide array of courses. We also have a dedicated L&D Team.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our programming and benefits are constantly evolving to meet the needs of our growing team. We introduce new benefits each year, and add new programs to celebrate cultural heritage, give back to the community, and celebrate our teams.

Our Instacart Serves social impact program is one of the most active across the company. We aim to nourish our communities by helping to remove barriers to food access and enriching the lives of our communities through an annual volunteer week of service, grocery donations, disaster relief, and giving campaigns.

The Instacart Serves program focuses support across 3 main areas:

- Food Insecurity: The majority of our philanthropic support is dedicated to helping to remove barriers to food access and hunger relief with our primary giving partner, Feeding America. We recognize that food insecurity disproportionately affects diverse communities and we also work to raise awareness for this growing inequity.

- Supporting Traditionally Marginalized Communities: We are committed to standing up for injustice and equity, supporting organizations that challenge economic justice, and uplifting traditionally marginalized communities.

- Disaster Relief: In the event of natural disasters which severely impact the communities we serve, we provide disaster relief through financial or grocery donations to centers and organizations supporting evacuees and first responders.

An Insider's view of Instacart

What’s the vibe like in the office?

Family—its what I think of when someone asks me about the Instacart Finance team. It is ACCR-UAL world out there but all of us have each other’s back!

Sachin

Payroll Manager

What does your typical day look like?

Our team is hyper-focused on delivering value to our enterprise customers. We are shaking up the grocery industry and every day brings a new challenge. There's never a dull moment on the technical delivery team!

Nicola

Technical Project Manager

How has your career grown since starting at the company?

Instacart has given me the opportunity to grow my career significantly over the last 5 years. I started as an In-store shopper, became a Shift Lead, was promoted to Site Manager. Eventually, I transitioned into a new role on my current team at HQ and am expanding my coding skills with Carrot University, our internal coding bootcamp.

Annabel

Shopper Community Lead, Field Operations

How do your team's ideas influence the company's direction?

"I love being a part of the Care team because we genuinely care about the customers that use our platform and our employees who work hard to ensure a great experience. I get to play an integral role in helping us turn our Care vision into reality."

Kiha

Human Resources Director, Care

What are some things you learned at the company?

As a large company that is growing quickly, there is still a huge appetite for trying new things; in fact, it's the expectation. There is no 'cookie-cutter' approach.

Tonci

Senior Technical Recruiter

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