RapidSOS - Senior Technical Account Manager
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• 8+ years in a Technical Account Manager, Solutions Engineer, or similar senior technical role supporting large-scale enterprise customers. • Expert-level experience working with APIs, complex distributed systems, and cloud-based platforms. • A proven track record in environments where high uptime, low latency, and extreme reliability are non-negotiable. • Mastery in incident management, maintaining total composure under extreme pressure to drive rapid resolution during live emergencies. • Exceptional architectural vision, with the ability to map end-to-end workflows across vast networks of vendors and failure points. • Superior communication skills, capable of translating deep technical complexities into strategic insights for C-suite stakeholders. • High degree of autonomy and ownership, with the ability to prioritize high-impact tasks in a fast-moving, mission-critical environment. • Data-driven mindset, leveraging advanced analytics to guide technical decisions and recommendations. • Willingness to travel up to 10% • Nice-to-have experience (but not required!): • Expertise in telephony concepts such as SIP, global call routing, and VoIP concurrency. • Extensive experience with Public Safety technology, medical alert systems, or high-volume contact centers. • Advanced knowledge of SRE (Site Reliability Engineering) practices, SLOs, and error budget management. • Experience managing complex, multi-party integrations in production-grade environments.
Responsibilities
• Lead the technical strategy for a growing premier portfolio of monitoring company customers, acting as their most senior trusted advisor and executive escalation point. • Architect and oversee the design of enterprise-grade call flows, including advanced telephony routing, complex failover strategies, and custom integration patterns. • Proactively audit system performance across the enterprise, identifying systemic risks and driving large-scale improvements to reliability, latency, and call success rates. • Direct high-severity incident response coordination, conducting deep-dive root cause analysis and ensuring long-term remediation strategies are implemented across the customer base. • Synthesize complex customer requirements into high-level strategic feedback for product and engineering leadership to help define the long-term platform roadmap. • Orchestrate complex platform migrations and global feature rollouts, ensuring zero-downtime transitions for mission-critical services. • Collaborate cross-functionally with leadership in engineering, product, and operations to refine the customer experience and internal support workflows. • Establish and evangelize best practices regarding redundancy, monitoring, and massive-scale handling for real-world emergency spikes. • Mentor junior Technical Account Managers, providing guidance on technical troubleshooting and relationship management. • Analyze macro-level metrics and trends to drive continuous service improvement and business reviews with customer stakeholders
Benefits
• The chance to work with a passionate team on solving one of the largest challenges globally • Competitive salary and benefits and equity participation • A dynamic, flexible and fun start-up work environment with a highly talented team • If you're curious to learn more about RapidSOS, you can check out https://rapidsos.com/blog/ • If you're curious to learn more about RapidSOS, you can check out • https://rapidsos.com/blog/ • Starting pay for a successful applicant will depend on a variety of job-related factors, which may include experience, relevant skills, training, education, location, business needs, or market demands. The salary range for this role is $150,000 - $180,000. This role will also be eligible to receive equity options. #LI-Remote • RapidSOS is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. • Interested in the role but you don’t meet 100% of the requirements? We’d love to hear from you! We encourage you to apply; we’d be excited to see if your unique skill set and experience could be a match.
No credit card. Takes 10 seconds.