Staff, Technical Account Manager

Role overview Serve as the dedicated technical point of contact for a portfolio of strategic enterprise customers on a remote-first communications platform. This Staff-level Technical Account Manager role operates during Eastern Time business hours (9am–6pm ET) and focuses on resolving complex, high-impact technical problems while proactively guiding customers toward more resilient architectures. It is suited for a seasoned technologist who can alternate between deep code-level debugging and strategic, big-picture customer conversations.

Responsibilities

- Act as the designated technical support contact for assigned strategic accounts. - Diagnose and resolve complex technical issues involving APIs, cloud services, and custom integrations, often with significant business impact. - Collaborate directly with customer and partner developers, architects, and support staff on root cause analysis. - File reproducible bug reports and coordinate with product and engineering teams through internal chat and issue-tracking tools. - Analyze customer trends and usage patterns, surface insights, and recommend improvements that reduce risk of downtime. - Communicate complex technical topics clearly to both engineering and non-technical stakeholders via phone and email. - Prioritize competing demands and remain composed under heavy case loads.

Requirements

- 6 to 10+ years of relevant technical experience in customer-facing engineering, support, or account management roles. - Strong working knowledge of RESTful APIs and the ability to troubleshoot cloud-based solutions end to end. - Hands-on ability to debug server-side code in Java, Node.js, PHP, C#, or Python, plus client-side JavaScript including React and Redux. - Solid grasp of TCP/UDP networking fundamentals and SSL/TLS basics. - Advanced time management skills, sound judgment on prioritization, and comfort working under pressure. - Demonstrated track record managing dedicated customer accounts and advocating for the customer experience.

Nice to have

- Background in telecoms, VoIP, WebRTC, or SIP. - Experience using customer feedback to drive product improvements.

Benefits and work setup

- Remote-first role based in the United States, with occasional in-person team or customer meetings. - Coverage schedule aligned to Eastern Time business hours, with optional paid holiday coverage opportunities. - Standard benefits package including health insurance, retirement savings, paid sick time, personal time off, and parental leave. - Eligibility for equity and corporate bonus plans, depending on location.