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GoTo

Technical Account Manager

GoTo

. Provide advanced support for VIP customers and escalations .

Posted 10/26/2026full-timeRemote • GuatemalaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting VoIP, SIP, and networking issues while providing advanced support for VIP customers. Capable of managing escalations and ensuring customer satisfaction in a fast-paced, 24/7 on-call environment.

Highest-signal resume keywords
VoIP TroubleshootingSIP Call FlowsIT Networking ExperienceTechnical Support ExperienceProblem-Solving Mindset

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
VoIPSIPNetworkingTroubleshootingTechnical SupportEscalation ManagementCustomer SatisfactionDocumentationSLA ManagementProduction Networks
Soft Skills
Excellent Communication SkillsMultitaskingWillingness to LearnFast-Paced Work Adaptability

Tech Stack

Tools & technologies
VoIP

About the role

Key responsibilities & impact
  • Provide advanced support for VIP customers and escalations
  • Troubleshoot VoIP, SIP, networking, and UCC/ITSG product issues
  • Participate in a 24/7 on-call rotation to support critical customer needs
  • Partner with Engineering and Development teams to resolve complex technical issues
  • Identify trends, manage escalations, and ensure strong customer satisfaction
  • Document support cases and maintain SLA commitments

Requirements

What you’ll need
  • Experience in IT Networking or Technical Support
  • Strong troubleshooting experience with production networks
  • Knowledge of VoIP and SIP call flows
  • Excellent English communication skills
  • Ability to multitask and work in a fast-paced environment
  • Strong problem-solving mindset and willingness to learn new technologies
  • Availability to participate in a rotating on-call schedule including nights and weekends

Benefits

Comp & perks
  • Comprehensive health benefits
  • Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
  • Tuition reimbursement
  • Access to instructor-led and on-demand learning and development programs
  • The Thrive Global Wellness Program
  • Confidential Employee Assistance Program (EAP)
  • Wellness app
  • One-on-one wellness coaching
  • Employee Resource Groups (ERGs)
  • GoTo Gives
  • Charitable matching
  • Flexible work resources and support