Senior Technical Account Manager

Life at Plume

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.

Overview

Plume is seeking a customer-focused Sr. Technical Account Manager (TAM) to serve as a trusted technical and operational advisor for strategic ISP and Enterprise customers.

This is a highly collaborative, customer-facing role that combines technical problem-solving, stakeholder management, program coordination, and operational leadership. The TAM works closely with customer technical teams as well as internal Product, Engineering, Support, and Delivery organizations to drive successful deployments, platform adoption, release management, and ongoing customer success.

The ideal candidate brings strong technical aptitude, excellent communication skills, and the ability to confidently navigate both technical and business discussions. This role is best suited for someone who can effectively leverage technical teams and tools to drive outcomes, rather than functioning as a software engineer embedded within Customer Success.

The TAM develops deep knowledge of customer environments, ISP operational workflows, and Plume platform capabilities, helping customers successfully adopt and operationalize Plume solutions at scale.

Responsibilities

• Serve as the primary technical and operational point of contact for assigned customer accounts.
• Build trusted relationships with ISP and Enterprise technical stakeholders.
• Coordinate cross-functional efforts between customers and Plume Product, Engineering, Support, and Delivery teams.
• Drive technical issue resolution, escalation management, and follow-through to completion.
• Support customer onboarding, deployments, integrations, release planning, and operational readiness.
• Help customers successfully adopt and operationalize Plume platform capabilities and tools.
• Facilitate troubleshooting sessions and coordinate investigations across multiple technical teams.
• Analyze trends, recurring issues, and operational gaps to proactively improve customer outcomes.
• Assist customers with platform usage, APIs, reporting tools, dashboards, and operational workflows.
• Create and maintain clear customer-facing documentation, operational processes, and internal runbooks.
• Lead regular technical reviews, status meetings, and customer operational governance discussions.
• Translate customer feedback into actionable recommendations for Product and Engineering teams.
• Help drive alignment across internal and external stakeholders to achieve shared goals and timelines.
• Partner with Engineering and Support teams on complex technical escalations when needed.
• Contribute to the development of TAM operational processes, best practices, and customer engagement models.

Qualifications

Education

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications, or related field preferred.
• Equivalent practical experience will also be considered.

Experience

• Experience in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, Technical Program Management, Customer Success Engineering, or Technical Support.
• Experience working with ISPs, telecommunications providers, networking vendors, or cloud/SaaS platforms preferred.
• Strong ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Proven experience managing customer relationships and coordinating cross-functional technical initiatives.
• Experience handling technical escalations and driving issue resolution across multiple teams.
• Strong organizational, analytical, and project coordination skills.
• Comfortable operating in fast-paced environments with evolving priorities.
• Ability to learn new technologies and platforms quickly.

Required Skills

Customer & Operational Skills

• Excellent verbal and written communication skills.
• Strong stakeholder management and customer engagement abilities.
• Ability to independently lead customer technical discussions and operational reviews.
• Strong problem-solving and troubleshooting mindset.
• Excellent organizational and follow-through skills.
• Ability to manage multiple priorities and coordinate across teams effectively.

Technical Skills

• Working knowledge of cloud platforms, SaaS environments, and APIs.
• Familiarity with networking concepts including LAN/WAN, routing, switching, WiFi, and CPE/gateway technologies.
• Experience using technical troubleshooting tools such as logs, dashboards, SSH, packet captures, or monitoring platforms.
• Familiarity with data analysis and reporting tools.
• Ability to run or interpret SQL queries and technical reports is preferred.
• Familiarity with Jira, Confluence, Slack, and related collaboration tools.

Preferred Experience

• ISP or telecommunications industry experience.
• Vendor-side experience supporting service providers or enterprise customers.
• Experience with WiFi technologies (802.11 standards), gateway devices, or broadband platforms.
• Exposure to OpenSync, OpenWRT, RDK, or similar ecosystems.
• Familiarity with cloud operational tooling, dashboards, analytics platforms, or API integrations.
• Experience supporting customer release management or operational governance processes.

Nice-to-Have Technical Skills

The following are considered strong differentiators but are not required:

• Advanced SQL or analytics experience.
• Scripting or coding experience.
• Cloud architecture certifications or experience.
• Deep packet/network troubleshooting expertise.
• Experience with Databricks, SageMaker, Mixpanel, or similar platforms.

Preferred Certifications

• CCNA / CCNP
• CWNA / CWSP
• AWS Certified Cloud Practitioner or Solutions Architect
• PMP or equivalent project/program management certification
• ITIL Foundation or similar operational certification

Please note that this is a hybrid position, requiring someone to come into our customer's Toronto office ~once per month. We’re looking for candidates who are within a commutable distance.

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 Comcast, 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.