Technical Account Manager

Where you’ll work: Remote (Guatemala) Customer Care & Success at GoTo At GoTo , our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience. Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products. Your Day to Day: As a Technical Support Manager your responsibilities will: 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 What We’re Looking For As a Technical Support Manager your background will look like : 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 What We Offer At GoTo , we care about helping