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

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%

Benefits

Competitive salary and benefits and equity participation
A dynamic, flexible and fun start-up work environment with a highly talented team
The chance to work with a passionate team on solving one of the largest challenges globally

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

APIsdistributed systemscloud-based platformsincident managementarchitectural designsystem performance auditingtelephony routingfailover strategiesdata analyticstechnical troubleshooting

Soft Skills

communicationleadershiprelationship managementautonomyownershipstrategic insightproblem-solvingmentoringcollaborationcomposure under pressure