Technical Account Manager

1 hour, 14 minutes 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

  • Own the technical relationship for a portfolio of monitoring company customers and act as their trusted advisor and escalation point.
  • Partner with customers to design, launch, and optimize call flows, including telephony routing, failover strategies, and integration patterns.
  • Proactively monitor system performance, identify risks, and drive improvements to reliability, latency, and call success rates.
  • Lead incident response coordination for customer-impacting issues, including root cause analysis and remediation follow-through.
  • Translate customer needs into actionable feedback for product and engineering teams and help shape the roadmap.
  • Guide customers through platform migrations, feature rollouts, and architectural changes with minimal disruption.
  • Collaborate cross-functionally with engineering, product, support, and operations to ensure a seamless customer experience.
  • Help customers adopt best practices for redundancy, monitoring, and scaling to handle real-world call volumes and spikes.
  • Analyze metrics and trends such as call volume, concurrency, and failure rates to drive continuous improvement.
  • Build long-term relationships with technical and operational stakeholders at customer organizations.

Requirements

  • 5+ years of experience in a Technical Account Manager, Implementation Manager, Solutions Engineer, Support Engineer, or similar role supporting enterprise customers.
  • Experience working with APIs, distributed systems, or cloud-based platforms.
  • Comfort working in environments where uptime, latency, and reliability matter.
  • Ability to operate effectively during live incidents, maintain clarity under pressure, and drive timely resolution.
  • Ability to understand end-to-end workflows across multiple systems, vendors, and failure points.
  • Ability to translate complex technical issues into clear, actionable insights for technical and non-technical stakeholders.
  • Takes ownership of outcomes, follows through, and prioritizes effectively in fast-moving situations.
  • Uses data and metrics to guide decisions and make informed recommendations.
  • Ability and willingness to travel up to 10%.
  • Familiarity with telephony concepts such as SIP, call routing, and concurrency limits is a big plus.
  • Experience in telephony, contact centers, or VoIP systems.
  • Experience working with monitoring companies, medical alert systems, or public safety technology.
  • Familiarity with incident management, SLOs, or reliability engineering practices.
  • Experience working with third-party vendors and integrations in production environments.

Benefits

  • Competitive salary in the range of $125,000 to $140,000.
  • Equity participation, including equity options.
  • Competitive benefits package.
  • Flexible, dynamic, and fun startup work environment.
  • Opportunity to work with a highly talented team on a mission-driven problem.
  • Remote-friendly role (#LI-Remote).

Interested in this position?

Apply directly on the company website

Apply Now

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