Technical Account Manager

🚀 Your Daily Business – No two days are alike
Own technical planning and setup end-to-end for new US customers and rollouts – from the first technical scoping call through go-live and steady-state usage

Own inbound customer & technical support for the US market: every US support request has a clear owner – you triage, troubleshoot, resolve, or escalate within agreed response expectations

Diagnose ambiguous issues hands-on across our app, backend, customer-side IT (networks, devices, MDM), and system integrations – and keep customers clearly informed along the way

Build the US playbook from scratch: setup and support documentation, escalation paths, response standards, and recurring-issue tracking that future US hires will ramp on

Be the technical voice of the US customer: categorize escalations and recurring blockers and feed them back into Product & Engineering

Coordinate across time zones: work with our European Support, Solutions Engineering, and Product teams to build global standards while localizing playbooks to fit the US market

Turn learnings into leverage: identify the most common technical blockers in the US market and translate them into better processes, documentation, and product feedback

🤝 Your Skillset – What you bring to the table
Several years of experience in technical support, solutions engineering, technical account management, or implementation – ideally in B2B SaaS, health-tech, or another operationally complex environment

Hands-on technical troubleshooting skills: you’re comfortable working with logs, APIs, integrations, networking fundamentals, and device/MDM setups – and you can isolate a fault across systems that don’t belong to you

Founding-role autonomy: you thrive with high ownership and low structure – you build processes and documentation where none exist yet, without waiting to be asked

Excellent communication across audiences: you can walk a non-technical facility administrator through a fix with patience and warmth, then hand engineering a precise, reproducible bug report

Structured under pressure: you manage many customers and open cases without losing overview – and you use data and dashboards to spot patterns, track recurring issues, and prove things are improving

Based remote in the US, with authorization to work in the United States – and willing to travel to customers when a rollout or escalation needs you on-site

Nice to have (but not required)

Experience in healthcare, senior care, or another regulated industry

🌱 Growing together – what you can expect at voize
We are a fast-growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving frontline workers more time for people

We foster an open, collaborative culture with regular team events from our New York Hub.

Become a co-creator of our success with stock options

Generous vacation 20 vacation days, 10 sick days, public holidays, comprehensive medical, dental, and vision plan, short-term & long-term disability insurance and life insurance and 401(k) retirement plan.