Technical Account Manager

As a Technical Account Manager at Plume, you provide technical support to enterprise customers and their technical teams, covering project and account management, feature design, implementation management, and process definition. You'll develop and maintain deep expertise in Plume's platform and your customers' systems, serving as the primary technical liaison and subject matter expert for APAC customers.

What you'll do

• Work closely with service providers, enterprise customers, and their product teams to understand technical issues and coordinate resolution within Plume, providing both strategic and day-to-day technical expertise for assigned accounts
• Act as technical liaison between Plume technical teams and customer vendors including ODMs, chipset vendors, and third-party software providers
• Identify Platform API product enhancement opportunities based on support trends
• Provide technical post-sales support and guidance for Platform API users, answering setup and how-to questions
• Drive diagnosis, troubleshooting, and thorough testing of reported problems that are not easily reproducible
• Lead cross-functional customer experience review sessions with Product and Engineering to support development of innovative solutions, communicating clear and actionable recommendations for product improvement including bug fixes and new features
• Coordinate the definition of requirements for new features, their design, development, and deployment
• Help create processes and documentation for the TAM team
• Serve as the subject matter expert for the Plume platform

What you bring

• Strong verbal and written technical communication skills
• Working experience managing projects involving Gateway and CPE devices
• Strong experience triaging issues and managing communication across cross-vendor technical and product teams
• Strong understanding of cloud computing architecture and technical design, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) delivery models
• Network management and troubleshooting skills including Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec, and IPtables
• Strong operating and troubleshooting knowledge across LAN/WAN technologies such as switching and routing
• Demonstrated understanding of key cloud technology components including virtualization, networking, workloads/applications, and APIs
• Good understanding of wireless technologies including 802.11a/b/c/g/n/ac/ax
• Experience using collaboration tools like Jira, Confluence, and Slack to manage complex projects
• BS degree in Computer Science or related technical field, or equivalent practical experience
• At least 3 years of work experience in network operations and management and SaaS services as an Architect and Support Engineer

About Plume

Plume is the creator of an open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers. Plume partners with over 400 ISP customers including Charter, Liberty Global, and J:COM, using OpenSync, an open-source silicon-to-cloud framework for smart spaces, to allow ISPs to decouple service offerings from hardware and rapidly deliver new services over a multi-vendor, open-platform architecture.