Remote job
Technical Account Manager
Job details
About this role
Role overview
Provide dedicated technical support and proactive guidance to strategic customers using cloud communications products. You will investigate complex issues with customer and partner teams, communicate clearly under pressure, and feed recurring problems and customer insights back to product, engineering, and support teams.
Responsibilities
- Investigate and resolve customer issues involving APIs, cloud services, application code, and network connectivity. - Work with customer and partner developers, architects, and support staff to diagnose problems and restore service. - Explain technical issues to technical and non-technical audiences by phone and email. - Collaborate with internal product and engineering teams, reporting reproducible defects and customer feedback. - Identify patterns in customer cases and recommend improvements to support processes and products. - Prioritize cases by urgency while managing workload and following established troubleshooting processes.
Requirements
- At least four years of relevant experience and familiarity with REST APIs and cloud troubleshooting. - Ability to troubleshoot server-side code in languages such as Java, Node.js, PHP, C#, or Python, and client-side JavaScript; familiarity with React and Redux. - Understanding of network troubleshooting, TCP/UDP, and SSL/TLS fundamentals. - Strong written and verbal communication, customer empathy, and experience managing dedicated customer accounts. - Effective time management, prioritization, and composure under pressure. - Comfortable working with customer developers to troubleshoot use of helper libraries.
Nice to have
- Knowledge of telecommunications and VoIP, including WebRTC and SIP.
Benefits and work setup
- Remote role based in Colombia, with support hours from 9 a.m. to 6 p.m. Central Time. - Occasional travel may be required for customer or team meetings. Holiday coverage may be available on a stipend basis. - Benefits vary by location and may include paid time off, parental and wellness leave, healthcare, and retirement savings.