Technical Account Manager

Technical Account Manager

At Plume, we believe that technology isn't about moving faster, it's about making life's moments better. Which is why we've built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.

We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We're expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.

With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can't do it exceptionally well, we don't do it. It's how we've assembled a team of world-class builders, thinkers, and doers. And it's how we're reinventing what's possible every day.

This is a technical role, providing technical support to Plume's Enterprise customers and their various technical teams. The role covers Project/Account Management, Feature Design, implementation management of technologies and process definition. This person will be responsible for developing and maintaining expertise on the customers systems and processes as it relates to Plumes platform.

The Technical Account Manager will be required to develop and maintain an expertise in the relevant Plume products and ensure a high level of customer satisfaction. In addition to knowledge on the Plume Products, the TAM will be expected to be the front line of communication with the customer as it relates to triaging issues, helping define requirements for new features, coordinating other Plume functions, representing Plumes platform capabilities such as Pods, Gateway Devices, APIs, Data, roadmaps and firmware integrations. This role will support our APAC customers.

Responsibilities:

• Work closely with Service Providers, Enterprise customers and their product technical teams to develop a good understanding of the technical issues and to coordinate the resolution within Plume. Provide both strategic and day-to-day technical expertise and support for assigned accounts.
• Act as technical liaison between Plume technical teams and other vendors of Customers such as ODM's, chipset vendors and 3rd party software providers
• Identify Platform API product enhancement opportunities based on support trends
• Provide technical post-sales support and guidance for Platform API users
• Answer set-up related and how-to questions for Platform API users
• 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. Communicate clear and actionable recommendations towards product improvement (including bug fixes and new features) during these sessions, and manage prioritization of these requests.
• Coordinate the definition of requirements for new features, design and ultimately development and deployment
• Help create processes and documentation for the TAM team
• Be the Subject Matter Expert for the Plume platform

Required Skills:

• Team player, Strong verbal and written technical communication
• Working experience in managing projects involving Gateway and CPE devices
• Strong experience in triaging issues and managing communication across cross vendor technical and product teams
• Strong understanding of cloud computing architecture, technical design, and implementations including Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS) delivery models
• Network management and troubleshooting skills like Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec & IPtables
• Strong operating and troubleshooting knowledge across LAN/WAN technologies like switching and routing
• A demonstrated understanding of the key technology components that make up Cloud such as virtualization, networking, workloads/applications, and API's
• Good understanding of wireless technologies like 802.11a/b/c/g/n/ac/ax
• Experience in using collaboration tools like Jira, Confluence and Slack to manage complex projects

Qualifications:

• BS degree in Computer Science or related technical field or equivalent practical experience.
• At least 3 years work experience in network operations and management and SaaS services as an Architect and Support Engineering.

About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world's largest such as Charter, Liberty Global, and J:COM.

Using Opensync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume's software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.

Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.