Technical Product Specialist - SaaS & API Integrations

Hyphen Solutions; Texas; On-site; USD 90,000 - 120,000; Full time

Job summary

Hyphen Solutions, a leading homebuilder network enabler, seeks a technically adept Customer Success/Technical Account Manager to act as the primary liaison between customers and internal teams. You will diagnose issues, coordinate fixes with engineering, and drive clear documentation and knowledge base articles.

You will gather feedback to shape the product roadmap, perform root-cause analysis, and participate in releases and testing. Strong SQL and communication skills are essential.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems is preferred, or equivalent practical experience required.
• 3+ years working with SaaS or enterprise software in a technical customer-facing role (e.g., implementation, technical account management, or similar).
• Strong troubleshooting skills across application stacks; experience with logs, monitoring tools, and debugging methodologies.
• Familiarity with APIs, integrations (REST/SOAP), databases (SQL/noSQL), and common cloud platforms (AWS, Azure, GCP).
• Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences.
• Proven ability to manage multiple concurrent technical engagements and prioritize under pressure.
• Experience with ticketing systems (Jira, Zendesk), and customer success frameworks preferred.
• Certifications relevant to cloud platforms or product management preferred.

Responsibilities

• Act as the primary technical liaison between customers and internal teams to diagnose, triage, and resolve software issues.
• Troubleshoot incidents, reproduce issues, and coordinate fixes with engineering; manage escalations and track resolution progress.
• Create, maintain, and deliver clear technical documentation, runbooks, and knowledge-based articles.
• Gather and synthesize customer feedback and usage data to inform product roadmap and prioritize feature requests.
• Perform root-cause analysis and recommend long-term solutions to reduce repeat incidents and improve reliability.
• Participate in release planning and validation, including regression checks and acceptance testing in staging environments, when necessary.
• Monitor product health metrics, alerting trends, and help define SLAs and operational best practices.
• Advocate for customers internally while balancing product strategy, scalability, and security requirements.
• Work closely with and coordinate with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely activation of customers.
• Continuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into current customers through customer communication.
• Write SQL statements to research and correct data issues
• Other duties as assigned, including participation in the on-call rotation. Team members are required to participate every other weekend. This is not a full-day on-call commitment; availability is only required as needed to address time-sensitive technical issues.

Skills

Self-starter

Troubleshooting

APIs & Integrations

Databases (SQL/noSQL)

Cloud platforms (AWS/Azure/GCP)

Communication skills

Time management

Jira & Zendesk

Cloud certifications

Education

Bachelors degree in CS / Engineering / IS

Tools

Jira

Zendesk

Job description

Hyphen Solutions, a leading homebuilder network enabler, seeks a technically adept Customer Success/Technical Account Manager to act as the primary liaison between customers and internal teams. You will diagnose issues, coordinate fixes with engineering, and drive clear documentation and knowledge base articles.

You will gather feedback to shape the product roadmap, perform root-cause analysis, and participate in releases and testing. Strong SQL and communication skills are essential.