Technical Account Manager - US

voize•New York, NY

2d•Remote

About The Position

At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to busywork and complex systems that pull them away from what matters most: people. Our vision is to change that by building AI companions that seamlessly take over digital workflows. We don't replace humans with technology - we amplify their impact. Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. Today, 2,000+ facilities trust voize, and over 200,000 users rely on our AI companion to ease their daily workload. As a dynamic team, we combine first-in-class technology with meaningful social impact. And now, we're looking for you to join us on this mission! As our Founding Technical Account Manager (US), you are the first dedicated customer-facing technical hire for the US market - and the single clear technical owner for our first US customers across their entire lifecycle: implementation, technical setup, rollout support, ongoing troubleshooting, and continuous improvement. This is a true founding role. You'll operate as a one-person Swiss army knife across Technical Support and Solutions Engineering - solving hands-on today, and building the playbooks, documentation, and processes that a whole US technical operations team will run on tomorrow. You'll work side by side with our Founding Onboarding & Customer Success Manager to make voize's first US customers wildly successful - and referenceable.

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: you're comfortable working with logs, APIs, integrations, networking fundamentals, and device/MDM setups - and you can isolate a fault across systems that don't belong to you
Founding-role autonomy: you thrive with high ownership and low structure - you build processes and documentation where none exist yet, without waiting to be asked
Excellent communication across audiences: you can walk a non-technical facility administrator through a fix with patience and warmth, then hand engineering a precise, reproducible bug report
Structured under pressure: you manage many customers and open cases without losing overview - and you use data and dashboards to spot patterns, track recurring issues, and prove things are improving
Based remote in the US, with authorization to work in the United States - and willing to travel to customers when a rollout or escalation needs you on-site

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: every US support request has a clear owner - you triage, troubleshoot, resolve, or escalate within agreed response expectations
Diagnose ambiguous issues hands-on across our app, backend, customer-side IT (networks, devices, MDM), and system integrations - and keep customers clearly informed along the way
Build the US playbook from scratch: setup and support documentation, escalation paths, response standards, and recurring-issue tracking that future US hires will ramp on
Be the technical voice of the US customer: categorize escalations and recurring blockers and feed them back into Product & Engineering
Coordinate across time zones: work with our European Support, Solutions Engineering, and Product teams to build global standards while localizing playbooks to fit the US market
Turn learnings into leverage: identify the most common technical blockers in the US market and translate them into better processes, documentation, and product feedback