Technical Account Manager, RapidSOS

• If you’re technical, customer-oriented, and thrive in real-time, high-stakes environments, this is an opportunity to play a key role in ensuring the technology supporting emergency response is reliable, resilient, and ready when people need help most
• 5+ years in a Technical Account Manager, Implementation Manager, Solutions Engineer, Support Engineer, or similar role supporting enterprise customers
• Experience working with APIs, distributed systems, or cloud-based platforms
• Comfortable working in environments where uptime, latency, and reliability matter
• Ability to operate effectively during live incidents, maintain clarity under pressure, and drive timely resolution
• Ability to understand end-to-end workflows across multiple systems, vendors, and failure points
• Can translate complex technical issues into clear, actionable insights for both technical and non-technical stakeholders
• Takes ownership of outcomes, follows through, and prioritizes effectively in fast-moving situations
• Leverages data and metrics to guide decisions, and make informed recommendations
• Ability and willingness to travel up to 10%
• 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

Desirable

• As a Technical Account Manager (TAM) at RapidSOS, you will serve as the primary technical partner for our monitoring company customers, including medical alert providers, security companies, and emergency response organizations
• In this role, you’ll help ensure the systems behind emergency calls and alerts operate reliably and perform when they’re needed most, supporting organizations that depend on RapidSOS to deliver critical information during urgent situations
• This is a high-impact, customer-facing role focused on ensuring the reliability, performance, and continuous improvement of mission-critical call flows and integrations
• You will operate at the intersection of customer operations, telephony, and engineering, helping customers run stable systems today while guiding them toward the next generation of the RapidSOS platform
• Own the technical relationship for a portfolio of monitoring company customers, acting as their trusted advisor and escalation point
• Partner with customers to design, launch, and optimize call flows, including telephony routing, failover strategies, and integration patterns
• Proactively monitor system performance, identify risks, and drive improvements to reliability, latency, and call success rates
• Lead incident response coordination for customer-impacting issues, including root cause analysis and follow-through on remediation
• Translate customer needs into actionable feedback for product and engineering teams, helping shape the roadmap
• Guide customers through platform migrations, new feature rollouts, and architectural changes with minimal disruption
• Work cross-functionally with engineering, product, support, and operations to ensure a seamless customer experience
• Help customers adopt best practices around redundancy, monitoring, and scaling to handle real-world call volumes and spikes
• Analyze metrics and trends (call volume, concurrency, failure rates) to drive continuous improvement
• Build long-term relationships with both technical and operational stakeholders at customer organizations