Sr. Technical Account Manager

Sr. Technical Account Manager

Company details

Description of the offer

This is a technical advisory role, providing support to Plume’s larger ISP customers and their technical teams. Working alongside a Customer Success Manager, you will be working alongside our customers as they leverage our cloud based services in conjunction with CPE integrated with local agents..

This is a high-impact, customer-facing role with strong growth potential and will put your technical, analytical, organizational and customer skills to the test. The role also spans project/account management, feature design, implementation coordination, and process definition. You’ll be responsible for developing and maintaining deep expertise in customers’ systems and processes as they relate to the Plume platform.

As a Senior Technical Account Manager you will serve as the primary technical point of contact—triaging issues, helping define new feature requirements, coordinating cross-functional teams, and representing key platform components such as Plume’s cloud services, APIs, data and firmware integrations. Your goal: ensure successful deployment, support, and customer satisfaction.

Responsibilities:

• Work closely with Plume’s Internet Service Providers customers, and their technical teams to understand technical issues and coordinate resolution within Plume.
• Provide both strategic and day-to-day technical expertise and support for assigned accounts.
• Collaborate closely with Plume’s product management and engineering functions.
• Solve complex scale, integration, and architectural problems.
• Act as the technical liaison between Plume and third-party vendors such as ODMs, chipset vendors, and software partners.
• Identify Platform API product enhancement opportunities based on support trends.
• Provide post-sales technical support and guidance for Platform API users.
• Respond to setup-related and how-to questions from Platform API users.
• Lead diagnosis, troubleshooting, and in-depth testing of difficult-to-reproduce issues.
• Facilitate cross-functional customer experience review sessions with Product and Engineering.
• Offer clear, actionable recommendations for product improvements and help prioritize them.
• Collaborate on defining requirements and driving the development and deployment of new features.
• Help create processes and documentation for the TAM team
• Serve as a Subject Matter Expert for the Plume platform.
• Coordinate issue triage, escalation and final resolution with the Plume NOC.

Qualifications:

• Education Requirements: BS/MS/PhD in Computer Science, Electrical Engineering or related technical field.
• Equivalent practical experience is also considered.

Experience:

• Strong experience in a client-facing technical role with an emphasis on high-quality documentation.
• Experience working on cloud applications and supporting REST APIs.
• Passion for solving problems and advocating for customer success in a dynamic, technical environment.
• Ability to learn new technologies quickly
• Excellent customer service and communication skills in variety of forms (written, conference calls, in-person)
• Proven ability to work independently and collaboratively.
• Excellent analytical and organizational abilities

Required Skills:

• Effective team player with strong verbal and written technical communication.
• Hands-on experience managing projects involving Gateway and CPE devices.
• Skilled in triaging issues and managing communication across multi-vendor technical and product teams.
• In-depth understanding of cloud computing architecture including IaaS, PaaS, and SaaS delivery models.
• Knowledgeable in LAN/WAN technologies, including switching and routing.
• Understanding of cloud technology components such as virtualization, networking, applications, and APIs.
• Deep understanding of wireless technologies and 802.11 WIFI standards..
• Experience using Jira, Confluence, Slack for managing technical projects.
• Strong understanding of algorithms, data structures, object-oriented programming, and embedded systems.
• Experience with WiFi access points, OpenWRT, RDK, or OpenSync platforms is a plus.

Preferred Certifications:

• CCNA/CCNP, CWNA/CWSP or similar
• AWS Certified Solutions Architect
• PMP (Project Management Professional)
• ITIL Foundation or higher

Total Compensation package would include: anticipated base compensation range of $150,000.00 – $177,500.00 + bonus + equity + benefits. Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.

An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.

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