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. 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. 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.

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.

Bachelor’s degree in Computer Science, Engineering, Information Systems, Telecommunications, or related field preferred.

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. Robust organizational, analytical, and project coordination skills. Customer & Operational Skills Strong stakeholder management and customer engagement abilities. Ability to independently lead customer technical discussions and operational reviews. Ability to manage multiple priorities and coordinate across teams effectively.

Technical Skills

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. Vendor-side experience supporting service providers or enterprise customers.

Experience supporting customer release management or operational governance processes. Nice-to-Have Technical Skills Advanced SQL or analytics experience. Scripting or coding experience. Deep packet/network troubleshooting expertise.

Experience with Databricks, SageMaker, Mixpanel, or similar platforms. AWS Certified Cloud Practitioner or Solutions Architect PMP or equivalent project/program management certification ITIL Foundation or similar operational certification The total compensation package would include an anticipated compensation range of $150,000.00 - $165,000.00, plus bonus, equity, and benefits.

Benefits include: a 401 (k) plan and a company match, basic life insurance, plus unparalleled health, dental, vision, and other benefits and perks. Published ranges are provided in good faith at the time of posting. Please note that this is a hybrid position, requiring someone to come into our customer’s Denver office ~once per month.

Hiring #HybridJobs #HybridWork #TechnicalAccountManager #CustomerSuccess #Telecommunications #ISP #Networking #WiFi #CloudComputing #SaaS #TechnicalLeadership #TechCareers #JoinOurTeam #FlexibleWork 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. #

📌 Senior Technical Account Manager (Picton)
🏢 Plume
📍 Picton