Staff, Technical Account Manager

Role overview Serve as the primary technical support contact for strategic customers, resolving complex issues involving cloud communications services and helping prevent disruptions. The role combines hands-on troubleshooting with proactive guidance, customer advocacy, and coordination with engineering and product teams. Work hours align with Eastern Time, with occasional travel and possible holiday coverage.

Responsibilities - Investigate and resolve customer cases involving APIs, cloud services, application code, and network connectivity. - Partner with customer and partner developers, architects, and support teams to diagnose high-impact technical problems. - Explain technical findings clearly to both technical and non-technical audiences, while maintaining a calm, customer-focused approach. - Share customer feedback with product and engineering teams, and document reproducible defects for investigation. - Identify recurring support patterns and recommend changes to products, workflows, or support practices. - Provide proactive recommendations that improve customer environments and reduce the likelihood of service-impacting downtime.

Requirements - 6–10+ years of relevant experience, including management of dedicated customer accounts. - Experience with REST APIs and cloud troubleshooting; able to investigate server-side code in languages such as Java, Node.js, PHP, C# or Python, plus JavaScript and React/Redux. - Knowledge of network troubleshooting, TCP/UDP, and SSL/TLS fundamentals. - Able to work with developers using software helper libraries and communicate complex issues by phone and email. - Strong investigation, time management, prioritization, and workflow skills; effective under pressure and during high workloads. - Demonstrated customer focus and interest in using feedback to improve products and collaborating across teams.

Nice to have - Familiarity with telecommunications and VoIP, including WebRTC or SIP.

Benefits and work setup - Remote role; hiring is restricted in certain U.S. states. Occasional travel for customer or team meetings may be required. - Eastern Time coverage, typically 9 a.m.–6 p.m.; holiday coverage may be available with a stipend. - Benefits may include healthcare, retirement savings, paid time off, paid parental leave, and potential eligibility for equity and a corporate bonus plan. Offerings vary by location.