Technical Account Manager

Role overview A fast-growing infrastructure company focused on real-time voice and AI agent technology is hiring a Technical Account Manager to own the long-term technical relationship with a portfolio of its most strategic customers. This is not a quota-carrying sales role; instead, it centers on setting technical direction, driving customer outcomes, and orchestrating cross-functional teams behind each account. As one of the first hires in this function, the person will help define the playbook and shape how the team operates as it scales.

Responsibilities - Own the technical relationship and long-term success for a portfolio of strategic accounts, typically the most sophisticated voice AI and real-time engineering teams in the customer base. - Lead architecture reviews and design consultations to understand each customer's deployment, model their growth trajectory, and guide them toward solutions that will scale. - Deepen platform adoption by identifying gaps between what customers have built and what the platform supports. - Coordinate the full internal team behind each account, partnering with developer success engineers on day-to-day technical work, forward-deployed engineers on deep implementations, and routing hard issues to support and engineering. - Serve as the customer's voice inside the company, translating field signal into product, pricing, and positioning feedback that meaningfully influences the roadmap. - Lead executive business reviews that connect platform health to business outcomes, surface technical risks early, and align both teams on next steps. - Be on-site with customers for major launches and executive reviews, lead response in critical escalations, and spot expansion signals early to hand off cleanly to sales. - Build the playbooks for this new function as the team grows.

Requirements - Experience as a Technical Account Manager or similar role working with strategic accounts on complex technical products. - Background in real-time, distributed, or developer-platform systems, with enough depth to understand customer challenges at scale. - Comfort owning a portfolio with a proactive system for tracking customer health rather than reacting to fires. - Strong written and verbal communication skills with both engineers and executives, including the ability to draft a concise executive one-pager and a precise engineering-focused reply. - Demonstrated ability to ramp on a customer's stack quickly and contribute usefully within days rather than weeks. - Track record of owning customer outcomes end-to-end and delivering recommendations candidly when needed.

Nice to have - Direct experience with WebRTC, SIP, media servers, or voice AI infrastructure, including debugging difficult audio issues. - Experience building or operating LLM agent systems, voice AI pipelines, or other AI-native applications. - Time spent at a developer tools or infrastructure company. - Hands-on coding in Python, JavaScript/TypeScript, or Go. - Open source contributions that demonstrate how you think. - Early-stage startup experience where you helped write the playbook rather than just run one.

Benefits and work setup - Opportunity to contribute to open source alongside world-class engineers. - Competitive salary and equity package. - Health, dental, and vision benefits. - Flexible vacation policy.