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Senior Technical Account Manager

1 month, 1 week ago
Anywhere
Full-time
Senior
Technical Account Manager
Customer and Technical Support
Microservices
Apply Now
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
View All Jobs 13

Description

  • Lead the technical strategy for a portfolio of premier enterprise customers and serve as their senior trusted advisor and escalation point.
  • Architect and oversee enterprise call flows, including telephony routing, failover strategies, and custom integrations.
  • Proactively audit system performance and drive improvements in reliability, latency, and call success rates.
  • Direct high-severity incident response and lead root cause analysis and long-term remediation efforts.
  • Translate customer needs into strategic feedback for product and engineering leadership to inform the roadmap.
  • Orchestrate platform migrations and global feature rollouts with zero-downtime execution for critical services.
  • Collaborate with engineering, product, and operations leadership to improve customer experience and support workflows.
  • Establish best practices for redundancy, monitoring, and large-scale handling during emergency spikes.
  • Mentor junior Technical Account Managers on technical troubleshooting and relationship management.
  • Analyze macro-level metrics and trends to support continuous service improvement 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 high-reliability environments.
  • Strong incident management skills and the ability to stay composed during live emergencies.
  • Ability to map end-to-end workflows across multiple vendors and failure points.
  • Excellent communication skills for translating technical concepts into strategic insights for C-suite stakeholders.
  • High autonomy and ownership in a fast-moving, mission-critical environment.
  • Data-driven mindset with experience using analytics to guide technical decisions and recommendations.
  • Willingness to travel up to 10%.
  • Telephony experience with SIP, global call routing, and VoIP concurrency is preferred.
  • Experience in public safety technology, medical alert systems, or high-volume contact centers is preferred.
  • Knowledge of SRE practices, SLOs, and error budget management is preferred.
  • Experience managing complex, multi-party integrations in production-grade environments is preferred.

Benefits

  • Salary range of $150,000 to $180,000.
  • Eligible to receive equity options.
  • Competitive salary, benefits, and equity participation.
  • Flexible and fun startup work environment.
  • Opportunity to work on a mission-driven team solving a major global challenge.
  • Remote work designation (#LI-Remote).

Interested in this position?

Apply directly on the company website

Apply Now

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