Staff, Technical Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Staff, Technical Account Manager based in the United States.

This is a senior customer-facing technical role supporting strategic enterprise accounts and helping them get maximum value from complex cloud communication technologies. You will serve as a trusted technical contact, resolving high-impact issues while providing proactive guidance to reduce business disruption and improve reliability. The role combines deep troubleshooting with the ability to understand broader customer environments, priorities, and business risks. You will collaborate closely with developers, architects, support teams, Product, Engineering, and internal technical specialists. Success requires strong technical judgment, excellent prioritization, and the ability to remain composed when handling urgent or high-consequence situations. The position is remote within the United States and provides support coverage during Eastern Time business hours.

Accountabilities:

• Serve as the designated technical support engineering contact for strategic customers, owning complex technical issues and helping resolve problems that may have significant operational or business consequences.
• Diagnose and troubleshoot sophisticated cloud, API, application, networking, and integration issues while balancing deep technical investigation with a broader understanding of customer environments and business impact.
• Work directly with customer and partner developers, architects, and support personnel to investigate issues, troubleshoot integrations, and guide teams toward effective and sustainable solutions.
• Provide proactive technical recommendations that improve customer environments, strengthen reliability, and reduce the likelihood of business-impacting downtime.
• Use strong technical and diplomatic skills to communicate with customers, understand their needs, manage expectations, and maintain a high-quality customer experience.
• Collaborate with Product and Engineering teams by sharing customer feedback, identifying recurring issues, and filing detailed Jira reports for reproducible product defects.
• Work closely with internal teammates and cross-functional departments through collaboration tools such as Slack to coordinate investigations and deliver timely solutions.
• Analyze customer trends, recurring technical patterns, and support data to identify opportunities for process, workflow, and product improvements.
• Report meaningful customer and technical insights to management and contribute to initiatives that improve support efficiency and overall service quality.
• Prioritize incoming work according to technical complexity, customer impact, and situational urgency while maintaining established processes and service standards.
• Participate in holiday support coverage when needed, with eligible coverage compensated through a stipend.

Requirements

• 6-10+ years of relevant technical support, technical account management, software engineering, cloud technology, or comparable experience.
• Strong understanding of RESTful technologies and APIs, with demonstrated ability to troubleshoot cloud-based solutions and integration issues.
• Broad server-side troubleshooting capabilities across technologies such as Java, Node.js, PHP, C#, or Python, combined with client-side JavaScript experience and a solid understanding of React and Redux.
• Strong networking troubleshooting skills, including practical knowledge of TCP/UDP and foundational SSL/TLS concepts.
• Experience troubleshooting customer integrations and developer-facing helper libraries or SDKs.
• Ability to communicate complex technical concepts clearly and effectively to both technical and non-technical audiences through phone, email, and other communication channels.
• Strong analytical and investigative mindset, with genuine curiosity about how systems work and the ability to dig deeply into technical problems.
• Advanced time management and prioritization skills, with the ability to remain effective under pressure and evaluate the urgency and business impact of competing issues.
• Ability to develop efficient troubleshooting workflows while continuing to follow established processes, procedures, and quality standards.
• Demonstrated interest in using customer feedback and recurring technical patterns to identify and drive improvements to products and support processes.
• Strong cross-functional collaboration skills and enthusiasm for working with teams across Product, Engineering, Support, and other departments to find effective customer solutions.
• Customer-first mindset, with the ability to understand situations from the customer’s perspective and remain focused on delivering an excellent experience.
• Previous experience managing dedicated customer accounts and building trusted relationships with strategic customers.
• Understanding of telecommunications and VoIP technologies, including WebRTC and SIP, is desirable.
• Ability to work remotely in the United States while providing primary support coverage from 9:00 AM to 6:00 PM Eastern Time.
• Willingness to travel occasionally for customer meetings, project work, or team gatherings.

Benefits

• Competitive compensation, with estimated annual pay of $116,960-$146,200 for eligible hires in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C.
• Potential eligibility for equity participation and a corporate bonus plan.
• Health care insurance, with benefits varying by location.
• 401(k) retirement savings program.
• Paid sick time and personal paid time off.
• Paid parental leave.
• Generous time-off programs and wellness leave.
• Remote-first work environment within the United States.
• Flexible work arrangements, with occasional travel for customer or team meetings.
• Opportunity to support strategic enterprise customers and solve technically complex, high-impact problems.
• Collaborative environment with exposure to Product, Engineering, customer-facing teams, and other technical functions.
• Opportunities to influence product improvements through direct customer feedback and technical insights.
• Potential additional stipend-based compensation for voluntary holiday support coverage.