Senior Technical Account Manager

Overview

Plume is seeking a customer-focused Sr. Technical Account Manager (TAM) to serve as a trusted technical and operational advisor for strategic ISP and Enterprise customers.

This is a highly collaborative, customer-facing role that combines technical problem-solving, stakeholder management, program coordination, and operational leadership. The TAM works closely with customer technical teams as well as internal Product, Engineering, Support, and Delivery organizations to drive successful deployments, platform adoption, release management, and ongoing customer success.

The ideal candidate brings strong technical aptitude, excellent communication skills, and the ability to confidently navigate both technical and business discussions.

Responsibilities

• Serve as the primary technical and operational point of contact for assigned customer accounts.
• Build trusted relationships with ISP and Enterprise technical stakeholders.
• Coordinate cross-functional efforts between customers and Product, Engineering, Support, and Delivery teams.
• Drive technical issue resolution, escalation management, and follow-through to completion.
• Support customer onboarding, deployments, integrations, release planning, and operational readiness.
• Help customers successfully adopt and operationalize platform capabilities and tools.
• Facilitate troubleshooting sessions and coordinate investigations across multiple technical teams.
• Analyze trends, recurring issues, and operational gaps to proactively improve customer outcomes.
• Assist customers with platform usage, APIs, reporting tools, dashboards, and operational workflows.
• Create and maintain clear customer-facing documentation, operational processes, and internal runbooks.
• Lead regular technical reviews, status meetings, and operational governance discussions.
• Translate customer feedback into actionable recommendations for Product and Engineering teams.
• Drive alignment across internal and external stakeholders to achieve shared goals and timelines.
• Partner with Engineering and Support teams on complex technical escalations.
• Contribute to the development of TAM operational processes, best practices, and customer engagement models.

Qualifications

Education

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications, or related field preferred.
• Equivalent practical experience will also be considered.

Experience

• Experience in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support.
• Experience working with ISPs, telecommunications providers, networking vendors, or cloud/SaaS platforms preferred.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Experience managing customer relationships and coordinating cross-functional technical initiatives.
• Experience handling technical escalations and driving issue resolution across multiple teams.
• Strong organizational, analytical, and project coordination skills.
• Ability to learn new technologies and platforms quickly.

Technical Skills

• Working knowledge of cloud platforms, SaaS environments, and APIs.
• Familiarity with networking concepts including LAN/WAN, routing, switching, WiFi, and CPE/gateway technologies.
• Experience using troubleshooting tools such as logs, dashboards, SSH, packet captures, or monitoring platforms.
• Familiarity with data analysis and reporting tools.
• Ability to run or interpret SQL queries and technical reports is preferred.
• Familiarity with Jira, Confluence, Slack, and related collaboration tools.

Preferred Experience

• ISP or telecommunications industry experience.
• Vendor-side experience supporting service providers or enterprise customers.
• Experience with WiFi technologies (802.11 standards), gateway devices, or broadband platforms.
• Exposure to OpenSync, OpenWRT, RDK, or similar ecosystems.
• Familiarity with cloud operational tooling, dashboards, analytics platforms, or API integrations.
• Experience supporting customer release management or operational governance processes.

Nice-to-Have Technical Skills

• Advanced SQL or analytics experience.
• Scripting or coding experience.
• Cloud architecture certifications or experience.
• Deep packet/network troubleshooting expertise.
• Experience with Databricks, SageMaker, Mixpanel, or similar platforms.

Preferred Certifications

• CCNA / CCNP
• CWNA / CWSP
• AWS Certified Cloud Practitioner or Solutions Architect
• PMP or equivalent project/program management certification
• ITIL Foundation or similar operational certification

Compensation and Benefits

The total compensation package includes an anticipated compensation range of $150,000.00 - $165,000.00, plus bonus, equity, and benefits. Benefits include a 401(k) plan with company match, basic life insurance, and comprehensive health, dental, and vision benefits.