About the Role:

We are seeking a dedicated Technical Account Manager (TAM) to serve as the primary technical point of contact for our clients, ensuring the seamless adoption, integration and performance of our Prisma Prop Tech solutions. Specifically, in this role:

- 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 current 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.

What You'll Do

- 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 recent 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.

Requirements

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, workplace 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.

Nice to Have

- 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.

Shift Timings

- 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

Benefits

- 5 Days Working
- One Complimentary Meal per Day

- Internet Reimbursement

- Gym Reimbursement

- Group Medical Insurance

- Mental Health support benefits

- Relocation Assistance (if Applicable)

📌 ZR_307 Technical Account Manager - Prisma (Chandigarh)
🏢 Priority IDC Private
📍 Chandigarh