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Technical Account Manager

1 week, 1 day ago
United States
Full-time
Senior
Technical Account Manager
Customer and Technical Support
AWS Azure Confluence DNS GCP JIRA Salesforce SQL TCP/IP
Apply Now
Telestream

Telestream

Telestream is a leading provider of video transcoding and workflow automation solutions. With a focus on quality, reliability, and scalability, Telestream offers a range of products and services that enable organizations to streamline their video produ...

Professional Services
11-50
Founded 1988
View All Jobs 6

Description

  • Serve as the primary day-to-day technical point of contact for a defined set of strategic customer accounts from first contact through resolution.
  • Develop deep familiarity with each customer environment, including product deployment, configuration, and integration within operational workflows.
  • Proactively monitor account health and product performance, identify risks early, and recommend preventive actions.
  • Respond urgently to critical issues, provide diagnostic support, and engage internal resources as needed, including after hours when required.
  • Educate customers on product features, best practices, and configuration optimization.
  • Conduct quarterly business reviews and recurring touchpoints with customer and internal stakeholders to review issues and plan upcoming work.
  • Coordinate across Engineering, Product Management, Professional Services, and Sales to drive resolution and support customer needs.
  • Maintain detailed records in Salesforce and document defects in Jira with the information needed for follow-up and resolution.
  • Track account metrics such as open cases, resolution times, escalation frequency, and recurring issue patterns to inform proactive support and reporting.
  • Participate in an on-call rotation to support live products and a global customer base.

Requirements

  • 5 to 8+ years of experience in technical support, technical account management, or solutions engineering in a B2B software or media technology environment.
  • Experience serving as a dedicated or named-account technical resource for large, strategic customers.
  • Broad technical troubleshooting ability across software applications, with familiarity across on-premises, cloud, and SaaS deployments and comfort with hardware-based products.
  • Strong understanding of networking fundamentals including TCP/IP, Ethernet, multicast, IP routing, and DNS as applied to media technology deployments.
  • Hands-on experience with Salesforce, Jira, and Confluence, or comparable CRM, ticketing, and documentation tools.
  • Excellent written and verbal communication skills with the ability to build trusted relationships with senior technical and operational stakeholders.
  • Strong organizational skills with the ability to manage multiple named accounts and prioritize by severity and customer impact.
  • Self-directed and proactive, with the ability to anticipate customer needs and act without being asked.
  • Willingness to travel as needed for strategic customer engagements, less than 25%.
  • Experience in video technology, media software, broadcast, or adjacent B2B technology markets is a plus.
  • Familiarity with video delivery workflows, including encoding, transcoding, packaging, and OTT streaming protocols such as HLS, DASH, and CMAF is preferred.
  • Familiarity with broadcast video and audio technologies, including SDI, SMPTE ST 2110, and IP-based media infrastructure is preferred.
  • Experience with cloud platforms such as AWS, Azure, or Google Cloud in media processing or SaaS deployments is preferred.
  • Knowledge of video codecs, audio codecs, captioning formats, database fundamentals, and scripting for troubleshooting and automation is preferred.
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.

Benefits

  • Day-one medical, dental, and vision coverage.
  • 100% company-paid life and disability insurance.
  • 401(k) with company match up to 8%.
  • Quarterly HSA boosts and flexible spending accounts.
  • Flexible time off for salaried employees or PTO for hourly employees, plus generous paid holidays.
  • Pet insurance.
  • Legal plan plus accident and critical illness coverage.

Interested in this position?

Apply directly on the company website

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