Technical Account Manager - US (m/f/d) - Health tech / AI at voize in New York, NY

Job description

🎤 Why voize? Because we're more than just a job! At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to busywork and complex systems that pull them away from what matters most: people. Our vision is to change that by building AI companions that seamlessly take over digital workflows. We don't replace humans with technology - we amplify their impact. Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. Today, 2,000+ facilities trust voize, and over 200,000 users rely on our AI companion to ease their daily workload. As a dynamic team, we combine first-in-class technology with meaningful social impact. And now, we're looking for you to join us on this mission! 💡 Your Mission: Be the technical backbone of our US launch As our Founding Technical Account Manager (US), you are the first dedicated customer-facing technical hire for the US market - and the single clear technical owner for our first US customers across their entire lifecycle: implementation, technical setup, rollout support, ongoing troubleshooting, and continuous improvement. This is a true founding role. You'll operate as a one-person Swiss army knife across Technical Support and Solutions Engineering - solving hands-on today, and building the playbooks, documentation, and processes that a whole US technical operations team will run on tomorrow. 🚀 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 🌱 Growing together - what you can expect at voize • We are a fast-growing