1. About Our Client:

The organization operates in the public safety technology sector, focusing on improving emergency response through real-time data intelligence. It addresses the challenge of delivering accurate and timely information to first responders and security teams during critical situations. The company leverages a vast safety network with millions of connected devices and thousands of public agencies, powered by an AI platform that enhances emergency call handling and response accuracy.

2. About the Opportunity:

The Technical Account Manager serves as the primary technical liaison for monitoring company customers such as medical alert providers and security organizations. This role ensures the reliability and performance of critical emergency call systems, supporting customers in maintaining stable call flows and integrating with the platform. The position is essential for managing customer operations and technical issues in real-time, helping to advance the platform while ensuring it meets urgent public safety needs.

3. Responsibilities:

• Manage technical relationships with a portfolio of monitoring company customers

• Collaborate with customers to design, implement, and optimize telephony call flows and integrations

• Monitor system performance to identify risks and improve reliability, latency, and call success

• Lead incident response efforts, including root cause analysis and remediation

• Communicate customer feedback to product and engineering teams to influence development

• Support customers through platform migrations, feature rollouts, and architectural updates

• Coordinate cross-functionally to ensure seamless customer experiences

• Advise customers on best practices for redundancy, monitoring, and scaling for call volume spikes

• Analyze operational metrics to drive ongoing improvements

• Build and maintain long-term relationships with technical and operational stakeholders

4. Requirements:

• 5+ years in Technical Account Management, Solutions Engineering, Support Engineering, or similar roles supporting enterprise customers

• Experience with APIs, distributed systems, or cloud platforms

• Comfortable working in environments where uptime, latency, and reliability are critical

• Ability to manage live incidents and maintain clarity under pressure

• Understanding of end-to-end workflows across multiple systems and vendors

• Strong communication skills to translate complex technical information for diverse audiences

• Proven ownership and effective prioritization in fast-paced situations

• Data-driven decision-making skills

• Willingness to travel up to 10%

Nice-to-have:

• Knowledge of telephony concepts such as SIP, call routing, and concurrency limits

• Experience with telephony, contact centers, or VoIP systems

• Background with monitoring companies, medical alert systems, or public safety technology

• Familiarity with incident management, SLOs, or reliability engineering

• Experience managing third-party vendor integrations in production environments

5. Pay Range and Compensation Package:

• Salary range for this role is $125,000 to $140,000

• Eligible for equity options

• Starting pay depends on experience, skills, training, education, location, business needs, and market demands

Equal Opportunity Statement:

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.

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