Technical Account Manager

Telestream

1d•Remote

About The Position

When the stakes are high and the workflows are complex, you are the steady hand our most strategic customers count on. About Telestream Telestream is a leading provider of digital media tools and software solutions for the broadcast, streaming, and media industries. We empower content creators and distributors to produce and deliver high-quality video content while optimizing operations and maximizing revenue. Our teams work diligently to innovate and support world-class services, and we are looking for a Technical Account Manager to join our Global Support Team. Location: Remote US Candidates must be legally authorized to work in the United States. This role is not eligible for employer-sponsored work authorization or visa sponsorship of any kind, now or in the future. Role Overview Our largest customers run mission-critical video operations on Telestream technology, and when something needs attention, they should never have to wonder who to call. That is where you come in. As our Technical Account Manager, you will serve as the dedicated, day-to-day technical resource for a defined set of our most strategic accounts, owning their technical health and acting as their advocate inside Telestream. This is a hands-on, high-trust role. You will know your accounts inside and out, anticipate issues before they escalate, and rally the right resources across Engineering, Product, Professional Services, and Sales when things get complicated. If you love solving hard technical problems, building lasting customer relationships, and being the person who simply gets things done, this role was built for you.

Requirements

Five to eight or more years of technical support, technical account management, or solutions engineering experience in a B2B software or media technology environment, with a focus on enterprise-level customer engagement rather than call center operations.
Demonstrated experience serving as a dedicated or named-account technical resource for large, strategic customers.
Broad technical troubleshooting skills across software applications, with familiarity diagnosing issues across on-premises, cloud, and SaaS deployments, plus comfort with hardware-based products.
Proven ability to navigate a complex internal organization, coordinating across Engineering, Product Management, Professional Services, Sales, and Support to drive resolution.
Strong understanding of networking fundamentals (TCP/IP, Ethernet, multicast, IP routing, DNS) as they apply to media technology deployments.
Hands-on experience with Salesforce, Jira, and Confluence, or comparable CRM, ticketing, and documentation tools.
Excellent written and verbal communication skills, with the ability to build trusted relationships with senior technical and operational stakeholders at strategic customer accounts.
Strong organizational skills, with the ability to manage multiple named accounts, track concurrent issues, and prioritize based on severity and customer impact.
Self-directed and proactive, with the instincts to anticipate customer needs and the discipline to act on them without being asked.
Willingness to travel as needed for strategic customer engagements (less than 25%).

Nice To Haves

Experience in video technology, media software, broadcast, or adjacent B2B technology markets.
Familiarity with Telestream's product portfolio across the Workflow, Measurement, and Professional solution areas, or comparable media technology platforms.
Knowledge of video delivery workflows, including encoding, transcoding, packaging, and OTT streaming protocols (HLS, DASH, CMAF).
Familiarity with broadcast video and audio technologies, including SDI, SMPTE ST 2110, and IP-based media infrastructure.
Experience with cloud platforms (AWS, Azure, Google Cloud) in the context of media processing or SaaS product deployments.
Knowledge of video codecs (H.264/AVC, H.265/HEVC), audio codecs (AAC, PCM), and captioning formats (WebVTT, CEA 608/708, SCC).
Experience with database fundamentals (SQL) and scripting relevant to troubleshooting and automation.
Bachelor's degree in Computer Science, Information Technology, or a related discipline, or an equivalent combination of education and experience.

Responsibilities

Serve as the primary, day-to-day technical point of contact for a defined set of our largest and most strategic accounts, owning issues from first contact through resolution.
Develop deep familiarity with each account's environment, including how Telestream products are deployed, configured, and integrated within their operational workflows.
Proactively monitor account health and product performance, surfacing potential issues early and recommending preventive actions before customers feel impact.
Respond with urgency to critical issues at named accounts, providing immediate diagnostic support and engaging the right internal resources without delay, including after hours when the situation requires it.
Educate customers on product features, best practices, and configuration optimization so they get full value from their Telestream deployment.
Conduct quarterly business reviews and coordinate recurring touchpoints with customer and internal stakeholders to review issues, plan ahead, and stay aligned on upcoming projects.
Navigate across Telestream to rally the right resources, partnering with Engineering on bug fixes and product enhancements, Professional Services on deployment work, Product Management on roadmap and feature feedback, and Sales when customer needs carry commercial implications.
Serve as the single internal point of coordination for everything technical related to your accounts, ensuring every team engaging with the customer has the context they need to deliver.
Maintain accurate, detailed records in Salesforce for all customer interactions, open issues, escalation status, and resolutions, and document software and hardware defects in Jira with the detail Engineering needs to act.
Track key account metrics, including open case volume, resolution times, escalation frequency, and recurring issue patterns, and use this data to inform proactive support actions and internal reporting.
Stay current on Telestream's full product portfolio across Workflow, Measurement, and Professional, and keep pace with evolving industry standards, media workflows, and broadcast infrastructure developments.
Participate in an on-call rotation as needed to support live products and our global customer base.