Sr Technical Account Manager

Job Description

<p><p><b>Sr Technical Account Engineer</b> role at <b>Plume</b></p>
<p>This is a hybrid position, requiring 3 days a week of work in our customer's Toronto office. Candidates must be within commuting distance. We are currently unable to offer relocation assistance.</p>
<h3>Overview</h3>
<p>Technical role providing support to Plume’s Enterprise customers and their technical teams. You will solve challenging problems daily using cutting‑edge technologies and advanced architectural patterns involving distributed systems, reactive streaming, and stateful services. End‑to‑end solutions involve CPEs with OpenSync embedded into Plume’s cloud platform and beyond. High‑impact, customer‑facing role with strong growth potential.</p>
<h3>Responsibilities</h3>
<ul>
<li>Work closely with Service Providers, Enterprise customers, and their technical teams to understand technical issues and coordinate resolution within Plume.</li>
<li>Provide both strategic and day‑to‑day technical expertise and support for assigned accounts.</li>
<li>Participate in all stages of the software design lifecycle working in multi‑disciplinary teams spanning cloud, embedded devices, front‑end web/mobile, data, and product.</li>
<li>Write clean, maintainable code, and perform peer code reviews.</li>
<li>Solve complex scale, integration, and architectural problems.</li>
<li>Act as the technical liaison between Plume and third‑party vendors such as ODMs, chipset vendors, and software partners.</li>
<li>Identify Platform API product enhancement opportunities based on support trends.</li>
<li>Provide post‑sales technical support and guidance for Platform API users.</li>
<li>Respond to setup‑related and how‑to questions from Platform API users.</li>
<li>Lead diagnosis, troubleshooting, and in‑depth testing of difficult‑to‑reproduce issues.</li>
<li>Facilitate cross‑functional customer experience review sessions with Product and Engineering.</li>
<li>Offer clear, actionable recommendations for product improvements and help prioritize them.</li>
<li>Collaborate on defining requirements and driving the development and deployment of new features.</li>
<li>Help create processes and documentation for the TAM team.</li>
<li>Serve as a Subject Matter Expert for the Plume platform.</li>
</ul>
<h3>Qualifications</h3>
<ul>
<li>Education Requirements: BS/MS/PhD in Computer Science, Electrical Engineering or related technical field. Equivalent practical experience is also considered.</li>
</ul>
<h3>Experience</h3>
<ul>
<li>Strong experience in a client‑facing technical role with an emphasis on high‑quality documentation.</li>
<li>Experience working on cloud applications and supporting REST APIs.</li>
<li>Passion for solving problems and advocating for customer success in a dynamic, technical environment.</li>
<li>Ability to learn new technologies quickly.</li>
<li>Excellent customer service and communication skills in a variety of forms (written, conference calls, in‑person).</li>
<li>Proven ability to work independently and collaboratively.</li>
<li>Excellent analytical and organizational abilities.</li>
</ul>
<h3>Required Skills</h3>
<ul>
<li>Effective team player with strong verbal and written technical communication.</li>
<li>Hands‑on experience managing projects involving Gateway and CPE devices.</li>
<li>Skilled in triaging issues and managing communication across multi‑vendor technical and product teams.</li>
<li>In‑depth understanding of cloud computing architecture including IaaS, PaaS, and SaaS delivery models.</li>
<li>Proficient in network management and troubleshooting tools such as Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec, and IPtables.</li>
<li>Knowledgeable in LAN/WAN technologies, including switching and routing.</li>
<li>Understanding of cloud technology components such as virtualization, networking, applications, and APIs.</li>
<li>Good understanding of wireless technologies like 802.11a/b/c/g/n/ac/ax.</li>
<li>Experience using Jira, Confluence, Slack for managing technical projects.</li>
<li>High proficiency in writing idiomatic code in C/C++, Java, or Scala.</li>
<li>Strong understanding of algorithms, data structures, object‑oriented programming, and embedded systems.</li>
<li>Experience with WiFi access points, OpenWRT, RDK, or OpenSync platforms is a plus.</li>
</ul>
<h3>Preferred Certifications</h3>
<ul>
<li>CCNA/CCNP, CWNA/CWSP or similar.</li>
<li>AWS Certified Solutions Architect.</li>
<li>PMP (Project Management Professional).</li>
<li>ITIL Foundation or higher.</li>
</ul>
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