Technical Account Manager (Premier Support)

TL;DR

Technical Account Manager (Premier Support) (Safety Tech): Managing technical operations and health for strategic high-touch accounts with an accent on hardware fleet reliability and customer training. Focus on end-to-end ticket escorting, performing technical audits, and coordinating cross-functional resolutions between Product and Engineering.

Location: Remote (USA)

Salary: $150,000 + Equity

Company

Leading safety technology platform specializing in crime prevention and security for communities and law enforcement through a nationwide public-private safety network.

What you will do

• Serve as the primary technical point of contact for strategic accounts, managing configurations and technical strategy.
• Manage the full lifecycle of support tickets ("white-glove escorting") and coordinate resolutions with Engineering and Hardware Ops.
• Audit hardware network health to identify connectivity issues and manage on-site maintenance work orders.
• Design and deliver customized technical training for admins and end users, both virtually and on-site.
• Collect and route product feedback to internal stakeholders to influence the product roadmap.
• Conduct quarterly on-site technical reviews covering uptime, support trends, and forward-looking plans.

Requirements

• 5+ years of experience in a technical customer-facing role such as TAM, Solutions Engineer, or Tier 3 Support.
• Proven track record of owning complex enterprise or strategic accounts.
• Experience triaging hardware issues across distributed device fleets including cameras and sensors.
• Willingness to travel up to 60% for on-site needs and quarterly reviews.
• Must be able to obtain and maintain CJIS certification (requires fingerprint-based background check).
• Proficiency with Salesforce, Gainsight, and Slack.

Culture & Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits (Medical, Dental, Vision) with HSA match.
• Comprehensive family support: 12 weeks paid parental leave and $50k lifetime fertility/adoption benefit.
• Mental health support via Spring Health and caregiver support via Cariloop.
• Financial perks including Stock Options and a Carta Tax Advisor.
• Work-from-home stipends: $150/month WFH, $300/year productivity, and a $750 one-time home office setup.