Technical Account Manager

We are Tech Whispers, hyper-specialized, on-demand global tech headhunters with robust market intelligence and immersive account leadership that results in exceptional partnerships with IoT employers and talent, while providing transformative success for complex, enterprise-level projects.

Our Clients company was founded by a team of highly experienced telecommunications and security experts. Backed by a group of well-known and highly engaged investors and strategic partners, its growing, dynamic and diverse team operates globally. Their rapidly expanding 5G IoT connectivity service provides seamless, accessible and cost-effective device connectivity.

We are seeking a dynamic and people oriented person for the role of CSM, to help the team in customer engagement and support the development of long lasting relationships with the customers from technical side.

This is a home office position based in the Bay Area.

Responsibilities

• Provide prompt and effective technical support to customers via phone, email, or ticketing system.
• Assist customers in resolving issues related to cellular connectivity, data transmission, and network performance.
• Guide customers through troubleshooting steps, including configuration checks, module diagnostics, and network testing.
• Analyze customer-reported issues and identify root causes by examining network logs, device configurations, and diagnostic data.
• Collaborate with internal teams and network providers to investigate complex technical issues and escalate unresolved problems as necessary.
• Assist customers in configuring and setting up IoT devices, cellular modules, and gateways for seamless integration with cellular networks.
• Provide guidance on APN settings, SIM card provisioning, and network parameters to ensure optimal performance and data connectivity.
• Monitor network performance and data usage for customer deployments using Telco Data IoT platforms and management tools.
• Identify potential network issues or anomalies and take proactive measures to address them before they impact customer operations.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolution outcomes in the ticketing system or CRM platform.

Requirements

• Proficiency in 2G (GSM/GPRS), 3G (UMTS/HSPA), and 4G (LTE) cellular technologies, including network architecture, protocols, and standards.
• Strong understanding of networking concepts such as TCP/IP, UDP, DHCP, DNS, VPNs, routing, and switching.
• Experience in integrating IoT devices with cellular networks, including configuring APNs, SIM provisioning, and data routing.
• Proven ability to diagnose and resolve complex technical issues related to cellular connectivity, data transmission, and network performance.
• Excellent communication and interpersonal skills for providing prompt and effective technical support to customers, including remote troubleshooting and issue resolution.
• Ability to analyze network logs, debug cellular modules, and interpret diagnostic data to identify root causes of problems and implement solutions.
• Proficient in using Telco Data IoT platforms and management tools for monitoring network performance, analyzing data usage, and managing SIM cards.
• Strong documentation skills for maintaining accurate records of customer interactions, troubleshooting steps, and resolution outcomes.
• Commitment to staying updated with the latest developments in cellular technologies, IoT trends, and network infrastructure advancements.
• Minimum of 10 years of experience in technical support roles within the telecommunications industry, preferably in IoT or M2M solutions.
• Hands-on experience with cellular modules, gateways, and IoT devices from leading manufacturers.
• Track record of successfully supporting customers in deploying and managing IoT solutions across diverse industries.
• Bachelor’s degree in Telecommunications Engineering, Computer Science, or related field. – advantage
• Additional certifications in cellular techno