ZR_307 Technical Account Manager - Prisma

• You are the client's technical anchor. You act as the main technical point of contact for an assigned portfolio of property management clients, owning inquiries, escalations and day-to-day communication end to end.
  
• You sit between clients and engineering. You translate client needs into clear, actionable requirements for our development team, and translate technical progress back into language clients understand.
  
• You own the health of the client's experience. You track ticket resolution, system stability and enhancement delivery against defined service levels, and you flag risks before they become issues.
  
• You work hands-on with our platform. You develop expert-level knowledge of Prisma and Passport, test what we release, and validate that changes behave correctly before clients ever see them.
  
• You drive continuous improvement. You convert recurring client feedback and support patterns into concrete proposals for product and process improvement, rather than simply closing tickets.
  
• You build the operating backbone. You create and maintain SOPs, knowledge base articles and training material that make support repeatable for both internal teams and external users.
  
• You support onboarding and growth. You assist senior team members in onboarding new clients, including account and property setup in Prisma and Passport.
  
• You work US business hours. This is a night-shift role aligned to our North American client base, in a fast-paced environment where priorities shift and ownership matters.
  

• Client Liaison & Relationship Management
  
• Act as the primary technical point of contact for assigned clients, providing timely updates and resolutions for all inquiries and escalations.
  
• Build and maintain strong, trust-based relationships by developing a deep understanding of each client's portfolio, workflows and business goals.
  
• Maintain a high level of client satisfaction by addressing technical issues promptly and confirming that the resolution actually meets the client's needs.
  
• Champion client concerns and feedback internally, advocating for improvements to product offerings and service delivery.
  
• Support senior team members with client onboarding, including setting up new accounts and properties in Prisma and Passport.
  
  
• Ticketing & CRM Management
  
• Manage the full lifecycle of client tickets in HubSpot — acknowledgement, investigation, resolution and closure — within defined SLAs for high, medium and low priority issues.
  
• Follow established escalation procedures for high-priority or complex issues, ensuring the right internal stakeholders are engaged quickly.
  
• Ensure all escalations are logged and tracked in the PMC Action Tracker with their live status.
  
• Maintain accurate, up-to-date records of every client interaction, ticket and resolution in the CRM, so history is never lost between team members.
  
  
• Enhancement Request Management
  
• Own client enhancement requests end to end — from initial requirement gathering through development coordination to production deployment.
  
• Create and maintain corresponding development tickets in Trello within agreed turnaround times and bring them to the Dev team.
  
• Provide clients and internal stakeholders with regular progress updates through daily product meetings until the enhancement is delivered.
  
• Work with clients and internal teams to prioritise requests based on urgency, business impact and alignment with client goals.
  
  
• Testing & Quality Assurance
  
• Conduct thorough testing of new features, bug fixes and enhancements released in Prisma before they reach production.
  
• Validate functionality against the original requirement, not just against the code change, and document test outcomes.
  
• Ensure critical defects are identified and fully resolved before production deployment.
  
• Complete testing of releases within agreed turnaround windows so deployment timelines are not delayed.
  
  
• System Monitoring & Issue Resolution
  
• Proactively monitor system logs, alerts and performance metrics to identify potential failures before they affect clients.
  
• Respond to and triage system anomalies within defined response windows to minimize downtime.
  
• Investigate the root cause of recurring technical issues and collaborate with internal teams to implement long-term fixes rather than repeat workarounds.
  
  
• Website Management
  
• Manage and execute website updates using WordPress, including changes to static content, forms and integrations with client data.
  
• Deliver minor updates within short turnaround times, and scope, plan and deliver more complex changes to agreed timelines.
  
  
• Utility Billing Operations
  
• Support monthly utility billing data operations for RUBS and sub-metered properties, ensuring billing information is accurately captured in Prisma so resident statements generate correctly.
  
• Coordinate with the relevant vendor portals and data sources to obtain the required monthly consumption data.
  
  
• Documentation & Process Improvement
  
• Create, maintain and update standard operating procedures (SOPs) for internal teams and clients to improve workflow and operational efficiency.
  
• Develop and maintain knowledge base articles and training materials for internal and external users.
  
• Regularly assess client feedback and performance data to propose improvements to both products and internal processes.
  

Must Have

• 2–7 years in a client-facing technical role — technical account management, application/production support, solutions engineering or technical customer success — supporting a SaaS or web-based platform.
  

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field, or equivalent practical experience.
  

• Working SQL proficiency — able to write joins, filters and aggregations against a relational database to investigate data issues, validate fixes and produce reports without developer assistance.
  

• Hands-on experience troubleshooting REST APIs and system integrations — reading request/response payloads, interpreting HTTP status codes and error messages, and testing endpoints with Postman or a similar tool.
  

• Familiarity with webhooks, authentication mechanisms (API keys, OAuth) and rate limiting in integration troubleshooting.
  

• Experience diagnosing data import/ETL failures — file format and schema mismatches, validation errors, duplicate or partial loads — and driving remediation.
  

• Basic scripting (Python, JavaScript or shell) for data validation, log parsing or repetitive support tasks.
  

• Practical experience reading application and server logs, and using monitoring/alerting tools to identify anomalies, correlate events and escalate with evidence.
  

• Ability to reproduce, isolate and document defects to engineering standard — clear steps to reproduce, expected vs. actual behaviour, environment details, logs and payload samples.
  

• Hands-on software testing and release validation experience — functional and regression testing, UAT coordination with clients, and post-deployment verification in production.
  

• Hands-on experience with a ticketing platform and CRM (HubSpot, Zendesk, Freshdesk, Jira Service Management or similar), including queue management, pipeline configuration and working to defined SLAs.
  

• Experience with Jira/Trello or comparable agile tracking tools, and familiarity with sprint and release cycles.
  

• Working knowledge of HTML/CSS for light website and template adjustments.
  

• Demonstrated ability to own technical requests end to end — requirement gathering, functional specification, prioritisation with engineering, testing and deployment — across client and internal development teams.
  

• Strong analytical and root-cause problem-solving ability — able to move from symptom to cause systematically rather than by trial and error.
  

• Excellent verbal and written English, with the ability to translate between technical detail and business impact for non-technical client stakeholders.
  

• Proven technical writing ability — SOPs, runbooks, troubleshooting guides and knowledge base articles.
  

• Strong organisational skills — able to manage multiple clients, tickets and priorities simultaneously without losing track of commitments.
  

• Strong ownership mindset, with the composure to handle escalated stakeholders professionally in a fast-paced, shifting-priority environment.
  

• Willingness and ability to work a fixed night shift aligned to North American client hours, from our office in Chandigarh.
  

• Experience in Property Technology (PropTech), property management software or real estate technology.
  

• Familiarity with utility billing concepts such as RUBS (Ratio Utility Billing System) or sub-metered utility data.
  

• Working knowledge of WordPress for content and static page updates.
  

• Hands-on HubSpot experience, including ticket pipelines, workflows and custom reporting.
  

• Familiarity with observability or log analysis tooling (Datadog, New Relic, CloudWatch, Kibana or similar).
  

• Exposure to cloud hosting environments (AWS, Azure or GCP) at a support/diagnostic level.
  

• Experience supporting North American clients.
  

• Experience building or maintaining a knowledge base or customer-facing help centre.
  

• Prior contribution to product roadmap discussions based on customer feedback and support trend analysis.
  

• 5:30 PM – 5:30 AM (9-hour shift only within this window, as defined by the Manager)
  
• Fixed night shift aligned to North American client business hours
  
• Onsite — India-based, with in-office presence as per the team schedule
  

• 5 Days Working
  
• One Complimentary Meal per Day
  
• Internet Reimbursement
  
• Gym Reimbursement
  
• Group Medical Insurance
  
• Mental Health support benefits
  
• Relocation Assistance (if Applicable)