Senior Technical Account Manager

🕒 Abril 9

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RapidSOS

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2013

🔌 API

💰 $75.000.000 Venture Round em 2022-10

Emergency Services • Public Safety • API

A RapidSOS é uma empresa que conecta dados de vários dispositivos diretamente aos serviços de emergência, como o 911, para aumentar a segurança pública. Eles oferecem uma gama de produtos projetados para fornecer dados de incidentes em tempo real para centros de comunicação de emergência e socorristas, melhorando a velocidade e a eficácia da resposta a emergências. Suas soluções incluem transcrição de chamadas, tradução e conexão de dados de segurança de dispositivos, aplicativos e sensores diretamente ao 911. A RapidSOS colabora com empresas, agências de segurança pública e fornecedores para integrar sua API em soluções de segurança, possibilitando recursos como texto-para-911 e sistemas de alerta digital para escolas, segurança ferroviária, segurança doméstica e mais.

Descrição

• 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

🎯 Requisitos

• 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%

🏖️ Benefícios

• 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