Senior Technical Account Manager

1 day, 7 hours ago
Full-time
Senior
Customer and Technical Support
RapidSOS

RapidSOS

RapidSOS is an advanced emergency technology provider that connects life-saving data from various devices, apps, and sensors to emergency responders, enhancing response times and improving outcomes in critical situations.

Diversified Telecommunication Services
51-250
Founded 2013
$281M raised

Description

  • Lead the technical strategy for a portfolio of premier enterprise customers as the senior trusted advisor and escalation point.
  • Architect and oversee enterprise call flows, telephony routing, failover strategies, and custom integration patterns.
  • Proactively audit system performance and drive improvements in reliability, latency, and call success rates.
  • Direct high-severity incident response, perform root cause analysis, and ensure long-term remediation.
  • Translate customer requirements into strategic feedback for product and engineering leadership.
  • Orchestrate complex platform migrations and global feature rollouts with zero-downtime transitions.
  • Collaborate with engineering, product, and operations leadership to improve the customer experience and support workflows.
  • Establish best practices for redundancy, monitoring, and large-scale emergency handling.
  • Mentor junior Technical Account Managers on troubleshooting and relationship management.
  • Analyze metrics and trends to support service improvements and customer business reviews.

Requirements

  • 8+ years of experience in a Technical Account Manager, Solutions Engineer, or similar senior technical role supporting large-scale enterprise customers.
  • Expert-level experience with APIs, complex distributed systems, and cloud-based platforms.
  • Proven experience in high-uptime, low-latency, and highly reliable environments.
  • Strong incident management skills with the ability to stay composed under extreme pressure during live emergencies.
  • Ability to design end-to-end workflows across many vendors and failure points.
  • Excellent communication skills for translating technical complexity into strategic insights for C-suite stakeholders.
  • High autonomy and ownership in prioritizing high-impact work in a fast-moving, mission-critical environment.
  • Data-driven mindset with experience using advanced analytics to inform technical decisions.
  • Willingness to travel up to 10%.
  • Telephony experience such as SIP, global call routing, and VoIP concurrency is preferred.
  • Experience with public safety technology, medical alert systems, or high-volume contact centers is preferred.
  • Advanced knowledge of SRE practices, SLOs, and error budget management is preferred.
  • Experience managing complex, multi-party integrations in production-grade environments is preferred.

Benefits

  • Competitive salary in the $150,000 - $180,000 range.
  • Eligibility for equity options.
  • Competitive benefits and equity participation.
  • Flexible, dynamic, and fun startup work environment.
  • Opportunity to work with a highly talented team on a mission-driven challenge.
  • Remote-friendly role indicated by #LI-Remote.

Interested in this position?

Apply directly on the company website

Apply Now

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