Senior Technical Account Manager

• 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. ## What we’re looking for in our ideal candidate

• 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

• Industry Expertise: Prior experience in the Personal Emergency Response Systems (PERS) space or the broader HealthTech/Remote Patient Monitoring industry. 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. ## What we offer

• 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/. 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. Interested in the role but you don’t meet 100% of the requirements? We’d love to hear from you! We encourage you to; we’d be excited to see if your unique skill set and experience could be a match.