Technical Account Manager

RapidSOS•Boston, MA

1d•$125,000 - $140,000•Remote

About The Position

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. 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.

Requirements

5+ years in a Technical Account 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%

Nice To Haves

Familiarity with telephony concepts (SIP, call routing, concurrency limits) is a big plus
Experience in telephony, contact centers, or VoIP systems
Experience working with monitoring companies, medical alert systems, or public safety technology
Familiarity with incident management, SLOs, or reliability engineering practices
Experience working with third-party vendors and integrations in production environments

Responsibilities

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

Benefits

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

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