Senior Technical Account Manager

In the time it takes you to read this job description, RapidSOS will have handled ~1,380 emergencies. At RapidSOS, we are committed to using technology to build a safer, stronger future and working together to save lives. We’re in an exciting phase of growth, welcoming new members from across the globe to our mission-driven, ambitious, and inclusive team. Our work is founded on our values of elevating purpose , inventing tomorrow , delivering with urgency , serving with integrity , and winning together , all of which support a company culture where people can innovate, collaborate, grow, and, above all, make an impact. RapidSOS is ​​the leading public safety AI company that unlocks mission-critical intelligence for first responders and security teams – enabling faster, smarter and more accurate emergency response. Real-time data from the world’s largest safety network of 700M+ devices, 200+ global enterprises, and 23,000+ federal, state and local agencies fuels the RapidSOS HARMONY AI engine that delivers this intelligence to those who need it most. Learn more at www.RapidSOS.com . What this role is about: As a Senior Technical Account Manager (Sr. TAM) at RapidSOS, you will serve as the lead technical partner for our most complex and high-value enterprise customers. In this senior capacity, you will not only ensure the reliability and performance of critical systems but also act as a strategic consultant, mentoring junior team members and driving the technical evolution of our largest partnerships. You will operate at the highest level of technical customer operations, telephony, and engineering, serving as a subject matter expert who guides enterprise organizations through ongoing operations with our technical teams. Additionally for new accounts you’ll have to navigate architectural changes and large-scale platform migrations. If you are a seasoned technical professional who excels in high-stakes environments and possesses a deep-seated drive to improve the technology supporting emergency response, this role offers the opportunity to make a massive impact on global safety. What you’ll do: Lead the technical strategy for a growing premier portfolio of monitoring company customers, acting as their most senior trusted advisor and executive escalation point. Architect and oversee the design of enterprise-grade call flows, including advanced telephony routing, complex failover strategies, and custom integration patterns. Proactively audit system performance across the enterprise, identifying systemic risks and driving large-scale improvements to reliability, latency, and call success rates. Direct high-severity incident response coordination, conducting deep-dive root cause analysis and ensuring long-term remediation strategies are implemented across the customer base. Synthesize complex customer requirements into high-level strategic feedback for product and engineering leadership to help define the long-term platform roadmap. Orchestrate complex platform migrations and global feature rollouts, ensuring zero-downtime transitions for mission-critical services. Collaborate cross-functionally with leadership in engineering, product, and operations to refine the customer experience and internal support workflows. Establish and evangelize best practices regarding redundancy, monitoring, and massive-scale handling for real-world emergency spikes. Mentor junior Technical Account Managers, providing guidance on technical troubleshooting and relationship management. Analyze macro-level metrics and trends to drive continuous service improvement and business reviews with customer stakeholders What we’re looking for in our ideal candidate: 8+ years in a Technical Account Manager, Solutions Engineer, or similar senior technical role supporting large-scale enterprise customers. Expert-level experience working with APIs, complex distributed systems, and cloud-based platforms. A proven track record in environments where high uptime, low latenc