Technical Account Manager - US

voize•New York, NY

4d•Remote

About The Position

As the Founding Technical Account Manager (US), you will be the first dedicated customer-facing technical hire for the US market. You will be the single clear technical owner for our first US customers throughout their entire lifecycle, including implementation, technical setup, rollout support, ongoing troubleshooting, and continuous improvement. This is a founding role where you will operate as a one-person Swiss army knife across Technical Support and Solutions Engineering. You will solve hands-on issues today and build the playbooks, documentation, and processes that a future US technical operations team will use tomorrow. You will work closely with the Founding Onboarding & Customer Success Manager to ensure voize's first US customers are wildly successful and become references.

Requirements

Several years of experience in technical support, solutions engineering, technical account management, or implementation, ideally in B2B SaaS, health-tech, or another operationally complex environment.
Hands-on technical troubleshooting skills: comfortable working with logs, APIs, integrations, networking fundamentals, and device/MDM setups; ability to isolate faults across systems not owned by you.
Founding-role autonomy: thrive with high ownership and low structure; build processes and documentation where none exist yet without being asked.
Excellent communication across audiences: ability to patiently guide non-technical users and provide precise, reproducible bug reports to engineering.
Structured under pressure: manage many customers and open cases without losing overview; use data and dashboards to spot patterns, track recurring issues, and demonstrate improvement.
Based remote in the US, with authorization to work in the United States.
Willing to travel to customers when a rollout or escalation requires on-site presence.

Nice To Haves

Experience in healthcare, senior care, or another regulated industry.

Responsibilities

Own technical planning and setup end-to-end for new US customers and rollouts, from the first technical scoping call through go-live and steady-state usage.
Own inbound customer & technical support for the US market, triaging, troubleshooting, resolving, or escalating every US support request within agreed response expectations.
Diagnose ambiguous issues hands-on across our app, backend, customer-side IT (networks, devices, MDM), and system integrations, while keeping customers clearly informed.
Build the US playbook from scratch, including setup and support documentation, escalation paths, response standards, and recurring-issue tracking for future US hires.
Act as the technical voice of the US customer by categorizing escalations and recurring blockers and feeding them back into Product & Engineering.
Coordinate across time zones with European Support, Solutions Engineering, and Product teams to build global standards while localizing playbooks for the US market.
Identify the most common technical blockers in the US market and translate them into better processes, documentation, and product feedback.