Technical Account Manager (CX Support) - IFS TheLoops at IFS NORTH AMERICA INC

Colombo, Western Province, Sri Lanka -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

0.0

Posted On

11 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Solutions Engineering, Customer-Facing, Troubleshooting, REST APIs, JSON, Webhooks, SaaS Integrations, Communication, Problem Solving, AI/ML Concepts, High-Growth SaaS, Documentation, Customer Success, Integration, Feedback Loops

Industry

Software Development

Description

Company Description IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge. At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust. We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view. By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world. We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference. If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS. Job Description About TheLoops TheLoops, an IFS company, is the first enterprise-grade AI Agent platform built for mission-critical applications and industries. Our AI Agents act as digital coworkers that are governed, secure, always learning, and working 24/7 to drive measurable business outcomes. As the company grows, we are looking for mission-driven individuals to help deliver the future of AI-powered operations. At TheLoops, we: Lead with Curiosity: We ask questions, learn, and communicate with respect for each other. Learn by Making: We iterate fast to deliver tangible solutions with humility. Listen to the Loop: We use data and feedback to map our path to success and measure it with autonomy and empathy. As a Technical Account Manager, you'll be the key technical advisor and partner for our clients, ensuring they get the most value from our platform. You’ll work directly with customers to troubleshoot issues, guide integrations, and ensure smooth adoption of TheLoops. You’ll partner closely with our engineering and product teams, acting as both a problem-solver and advocate — helping customers succeed while shaping how our platform evolves. Own Support Cases: Be the first point of contact for technical issues, triaging, diagnosing, and resolving customer problems across integrations, APIs, and workflows. Validate & Troubleshoot: Dig into logs, APIs, and customer configurations to isolate issues and guide customers to resolution. Partner with Teams: Collaborate with Forward Deployment Engineers and Product/Engineering to escalate complex cases, ensuring a smooth resolution and clear communication. Enable Customers: Create documentation, playbooks, and guides to empower users to self-serve and maximize platform adoption. Drive Feedback Loops: Capture recurring issues and insights, feeding them back into product roadmaps and engineering priorities. Strengthen Foundations: Contribute to building out our support processes, tools and metrics as we scale globally. Qualifications We are an AI company, so you should approach your work with a growth mindset and look for ways to leverage AI to make faster, smarter decisions. 2–5+ years of experience in a technical support, solutions engineering, or customer-facing technical role. Strong troubleshooting skills — you can follow data flows, interpret error logs, and explain root causes clearly. Comfort with REST APIs, JSON, webhooks, and SaaS integrations. Familiarity with Various platforms (IFS, Zendesk, Salesforce Service Cloud, Intercom, or Freshdesk). Clear and empathetic communicator who can translate technical complexity for diverse audiences. Technically curious and loves solving complex problems/puzzles Experience working in high-growth SaaS or startup environments. Bonus: Exposure to AI/ML concepts (LLMs, embeddings, prompt engineering, or vector databases). Additional Information We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

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Responsibilities

As a Technical Account Manager, you'll be the key technical advisor and partner for our clients, ensuring they get the most value from our platform. You’ll work directly with customers to troubleshoot issues, guide integrations, and ensure smooth adoption of TheLoops.