Technical Account Manager 4

Role overview A senior customer-facing technical role acting as the designated engineering contact for strategic enterprise accounts. The position focuses on resolving complex technical issues with high stakes, providing proactive guidance that reduces downtime risk, and feeding customer insights back into product and engineering improvements.

Responsibilities - Address complex customer issues using a mix of strong technical depth and clear, diplomatic communication, and relay customer feedback to product and engineering teams. - Partner with customer and partner developers, architects, and support staff to resolve problems with potentially costly and far-reaching consequences. - Collaborate with internal teams via chat-based tools and file bug reports for reproducible issues. - Analyze customer trends and patterns, drive improvements, and report observations to management to sharpen support processes.

Requirements - 4+ years of relevant technical experience. - Strong knowledge of RESTful APIs and cloud solutions, with the ability to troubleshoot integrations end to end. - Ability to debug server-side code in languages such as Java, Node.js, PHP, C#, or Python, and client-side JavaScript, including React and Redux. - Solid understanding of network connectivity, TCP/UDP, and SSL/TLS fundamentals. - Excellent written and verbal communication of complex technical issues to both technical and non-technical audiences. - Comfort working directly with customer developers on SDK or helper library issues, with strong prioritization, time management, and a customer-first mindset. - Experience managing dedicated customer accounts and an interest in turning customer feedback into product improvements.

Nice to have - Understanding of telecoms and VoIP, including WebRTC and SIP.

Benefits and work setup - Remote role based in Colombia, supporting customers during Central Time business hours (9:00–18:00 CT). Occasional in-person travel may be required for team gatherings, off-sites, or customer meetings, with potential holiday coverage available on a stipend basis. Benefits include competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program, with offerings varying by location.