Plume Design, Inc
Senior Technical Account Manager
Remote Customer Solutions Engineering role with clear candidate location fit.
PostedJun 15, 2026
Eligible countries1 accepted country
Seniority signalMiddle
Work settingRemote
Accepted candidate locations
Canada
Role overview
Senior Technical Account Manager
Requirements and responsibilities
Readable role content extracted into sections for faster review.
Responsibilities
- Serve as the primary technical and operational point of contact for assigned customer accounts.
- Build trusted relationships with ISP and Enterprise technical stakeholders.
- Coordinate cross-functional efforts between customers and Plume Product, Engineering, Support, and Delivery teams.
- Drive technical issue resolution, escalation management, and follow-through to completion.
- Support customer onboarding, deployments, integrations, release planning, and operational readiness.
- Help customers successfully adopt and operationalize Plume platform capabilities and tools.
- Facilitate troubleshooting sessions and coordinate investigations across multiple technical teams.
- Analyze trends, recurring issues, and operational gaps to proactively improve customer outcomes.
- Assist customers with platform usage, APIs, reporting tools, dashboards, and operational workflows.
- Create and maintain clear customer-facing documentation, operational processes, and internal runbooks.
- Lead regular technical reviews, status meetings, and customer operational governance discussions.
- Translate customer feedback into actionable recommendations for Product and Engineering teams.
- Help drive alignment across internal and external stakeholders to achieve shared goals and timelines.
- Partner with Engineering and Support teams on complex technical escalations when needed.
- Contribute to the development of TAM operational processes, best practices, and customer engagement models.
Education
- Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications, or related field preferred.
- Equivalent practical experience will also be considered.
Experience
- Experience in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support.
- Experience working with ISPs, telecommunications providers, networking vendors, or cloud/SaaS platforms preferred.
- Strong ability to communicate technical concepts clearly to both technical and non-technical audiences.
- Proven experience managing customer relationships and coordinating cross-functional technical initiatives.
- Experience handling technical escalations and driving issue resolution across multiple teams.
- Strong organizational, analytical, and project coordination skills.
- Comfortable operating in fast-paced environments with evolving priorities.
- Ability to learn new technologies and platforms quickly.
Customer & Operational Skills
- Excellent verbal and written communication skills.
- Strong stakeholder management and customer engagement abilities.
- Ability to independently lead customer technical discussions and operational reviews.
- Strong problem-solving and troubleshooting mindset.
- Excellent organizational and follow-through skills.
- Ability to manage multiple priorities and coordinate across teams effectively.
Technical Skills
- Working knowledge of cloud platforms, SaaS environments, and APIs.
- Familiarity with networking concepts including LAN/WAN, routing, switching, WiFi, and CPE/gateway technologies.
- Experience using technical troubleshooting tools such as logs, dashboards, SSH, packet captures, or monitoring platforms.
- Familiarity with data analysis and reporting tools.
- Ability to run or interpret SQL queries and technical reports is preferred.
- Familiarity with Jira, Confluence, Slack, and related collaboration tools.
Preferred Experience
- ISP or telecommunications industry experience.
- Vendor-side experience supporting service providers or enterprise customers.
- Experience with WiFi technologies (802.11 standards), gateway devices, or broadband platforms.
- Exposure to OpenSync, OpenWRT, RDK, or similar ecosystems.
- Familiarity with cloud operational tooling, dashboards, analytics platforms, or API integrations.
- Experience supporting customer release management or operational governance processes.
Nice-to-Have Technical Skills
- Advanced SQL or analytics experience.
- Scripting or coding experience.
- Cloud architecture certifications or experience.
- Deep packet/network troubleshooting expertise.
- Experience with Databricks, SageMaker, Mixpanel, or similar platforms.
Preferred Certifications
- CCNA / CCNP
- CWNA / CWSP
- AWS Certified Cloud Practitioner or Solutions Architect
- PMP or equivalent project/program management certification
- ITIL Foundation or similar operational certification
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