Who We Are:
Bandwidth, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!
At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband
What We Are Looking For:
The Technical Account Manager (TAM) is a senior technical expert who serves as a strategic advisor for our customers. This role focuses exclusively on the technical health of the customer's solution, providing proactive guidance, architectural best practices, and expert-level analysis to optimize performance, stability, and scalability. The TAM is a deeply technical resource, distinct from standard support and complementing the commercial relationship management provided by a Customer Success Manager (CSM) or Account Manager (AM). By acting as the customer's technical advocate, the TAM ensures the customer's implementation is robust and aligned with engineering best practices.
2nd Shift:
Monday – Friday from 11:00 AM – 8:00 PM
What You'll Do:
- Architect and lead solution architecture reviews to ensure alignment with engineering best practices and customer goals.
- Conduct comprehensive Quarterly Technical Reviews (QTRs) to analyze service performance metrics and review architectural health.
- Drive proactive health checks of customer service configurations to identify opportunities for performance optimization and risk mitigation.
- Serve as the customer's designated technical liaison, representing their needs to internal Product and Engineering teams.
- Provide expert-level analysis and consultative guidance on product roadmaps and new feature adoption relevant to the customer's technical architecture.
- Act as a primary point of coordination and communication during high-severity service incidents, facilitating expedited resolution.
- Deliver Root Cause Analysis (RCA) documentation for network events and outages to provide transparency and prevent recurrence.
- Analyze customer support ticket trends to recommend proactive measures or training that minimize issue recurrence.
- Develop and maintain deep technical expertise across our product suite, including networking, VoIP, and API technologies.
- Manage complex technical escalations by collaborating with support and engineering teams to ensure timely resolution.
What You Need:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Experience: 7+ years in a technical support, engineering, or customer-facing role, working directly with enterprise customers at a senior level.
- Knowledge: Deep understanding of networking principles and experience creating, collecting, and analyzing technical data.
- Skills:
- Subject Matter Expert in VoIP/SIP technologies.
- Proficiency in PSTN, PBX, HTTP Messaging, or Enterprise Telephony.
- Superior analytical, troubleshooting, and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to explain complex concepts to both technical and non-technical audiences.
- Strong ability to multitask, manage competing priorities, and work independently in a fast-paced environment.
Bonus Points:
- Education: CCNP, JNCIP, or similar advanced networking certification.
- Experience: Experience supporting the use of API technologies and working with voice SS7 or TDM technologies.
- Knowledge: Familiarity with scripting languages (e.g., Python, Bash) for automation and analysis.
- Skills: Strong familiarity with CRM software (e.g., Salesforce).
The Whole Person Promise:
At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…
- 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
- All new hires receive four weeks of PTO.
- PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
- Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
- “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
- 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.
Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.
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