Senior Technical Account Manager

The work

As a Technical Account Manager at Glia, you will play a key role in ensuring the success and satisfaction of our clients by collaborating with Customer Success Managers and Solutions Architects. This role involves working closely with both external and internal stakeholders as the primary technical resource for your clients, you will drive platform utilization and technical optimization.The team’s setupOur team is distributed across the U.S. and Canada.  As part of our small but mighty team, you’ll be instrumental in establishing the foundation for our rapidly expanding organization. This is an exceptional opportunity to make a significant impact in a high-growth environment where your contributions will help shape our team’s future and have lasting influence on our organization’s success. The Technical Account Manager role maintains a focused portfolio of 4-7 strategic accounts, enabling deep technical partnerships and comprehensive customer engagement.

Responsibilities

Customer Success & Relationship Management

• Drive platform adoption and growth through Account Team collaboration
• Build strategic relationships with customer IT teams and internal stakeholders
• Gather feedback and contribute to product improvement initiatives

Technical Support & Problem Solving

• Lead complex troubleshooting and provide proactive technical guidance
• Monitor and maintain system integrations and security configurations
• Implement risk monitoring systems and resolve technical issues

 System Optimization & Analytics

• Design and implement efficient configuration and routing strategies
• Analyze performance metrics to improve productivity and efficiency
• Identify and enable technical expansion within the customer’s roadmap

Technologies You’ll Work With

• Web Technologies (e.g., REST APIs, WebRTC, Web Sockets)
• SIP  and Media Streaming Technologies
• Mobile Technologies (e.g., Swift, Java, Kotlin)
• Jira, QuickSight, Salesforce

Requirements

• 7+ years of experience in technical consulting, technical account management or other similar client-facing technical role
• Expertise in Contact Center as a Service (CCaaS) solutions and SIP
• Strong understanding of software and front-end development concepts
• Proven problem-solving skills with the ability to prioritize tasks effectively
• Excellent communication skills, both verbal and written
• Ability to articulate technical concepts to non-technical executive audiences
• Bachelor’s degree in a relevant field

Benefits

• Competitive salary and stock options
• Professional development support (trainings, courses, conferences, books, etc)
• Access to all the latest tools and equipment you’ll need 
• Sports compensation, reimbursement for therapy, counseling sessions
• Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games 🙂