Senior Technical Account Manager

Role Overview

As a Senior Technical Account Manager at Plume, you will act as a trusted technical and operational advisor for strategic ISP and Enterprise customers. You will coordinate across Plume teams to ensure successful deployments, platform adoption, release management, and customer success.

Key Missions / Responsibilities

• Serve as the primary technical and operational point of contact for assigned customer accounts, building trusted relationships with customer technical stakeholders.
• Coordinate cross-functional efforts between customers and Plume teams (Product, Engineering, Support, Delivery) to drive issue resolution and escalation management.
• Support customer onboarding, deployments, integrations, release planning, and operational readiness.
• Lead and participate in customer technical discussions and operational reviews.

Requirements

• Experience in a customer-facing technical role (e.g., Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support).
• Strong verbal and written communication skills.
• Working knowledge of networking concepts (LAN/WAN, routing, switching, WiFi, CPE/gateway technologies).
• Ability to run or interpret SQL queries and technical reports (preferred).
• Experience troubleshooting using tools such as logs, dashboards, SSH, packet captures, or monitoring platforms.
• Working knowledge of cloud platforms / SaaS environments and APIs.
• Familiarity with collaboration tools such as Jira, Confluence, and Slack.
• Comfort managing multiple priorities in a fast-paced environment.
• Ability to learn new technologies quickly and to coordinate effectively across teams.

Nice to Have / Differentiators

• AWS Certified Cloud Practitioner or Solutions Architect.
• Networking credentials: CCNA / CCNP; WiFi credentials: CWNA / CWSP.
• Cloud architecture certifications or equivalent experience.
• Exposure to ecosystems such as OpenSync, OpenWRT, RDK, or similar.
• Experience with platforms such as Databricks, SageMaker, Mixpanel, or similar.
• ITIL Foundation (or similar operational cert).

Education

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications, or related field (preferred).