Technical Account Manager

Ridango; Abu Dhabi; On-site; AED 290,000 - 424,000; Full time

Job summary

Ridango is seeking a Technical Account Manager to represent our technology on the ground for a customer in the Gulf region. You will be the technical focal point for authorities, operators, and local stakeholders, ensuring service delivery and escalation ownership across acceptance, transition, warranty, and post-warranty operations.

This resident role requires relocation to the Gulf region for the full duration, with collaboration across engineering, support, infrastructure, and local partners

Qualifications

• Strong technical background in ITS or closely comparable transit technology, ability to speak plainly to non-technical stakeholders.
• Experience owning escalations and SLAs, ideally in a customer-facing or transit-operations environment.
• Comfort managing third-party/vendor relationships and holding them to a standard.
• Willingness to relocate to and live in the region for the full duration of the role, with the ability to obtain local residency and labour permits.
• Fluent English.

Responsibilities

• Act as the single technical point of contact for the client, operators, and local stakeholders on all technical matters within your system's scope.
• Own service-level attainment and be accountable for it, not just reporting on it.
• Take ownership of escalations and drive them through to resolution.
• Work with the Support & Configuration team, escalating to Engineering when issues need deeper technical help.
• Coordinate the resolution of critical and escalated tickets, translating technical detail into customer-friendly language.
• Collaborate with Support on customer satisfaction and SLA delivery, including ticket responses, updates, and resolutions within SLA.
• Work with Infrastructure to maintain comprehensive alerting and monitoring, proposing improvements where possible.
• Deliver the agreed SLA to the customer, end-to-end.
• Manage local vendor relationships where a third party handles first-line, on-site support.

Skills

ITS/Transit tech

Escalations & SLAs

Vendor management

Stakeholder communication

English proficiency

Job description

The role

Ridango is the software operating system of choice for public transportation providers globally, specialising in automated fare collection, real-time passenger information, vehicle location and tracking, employee apps, school transport, and data intelligence for local authorities, operators and passengers.

We're hiring a Technical Account Manager to represent our technology on the ground for one of our customers in the Gulf region, covering everything from acceptance and transition through warranty and into post-warranty operations and maintenance.

You'll be the technical focal point for the client authority, the transport operators, and local stakeholders on the ground, and the person accountable for service delivery, escalation ownership, and technical continuity once the system is live.

This is a hands-on, resident position. You'll be based in the region for the full duration, working across engineering, support, infrastructure, and local partners to keep the system running and the customer happy.

What the job actually involves:

• Acting as the single technical point of contact for the client, the operators, and local stakeholders on all technical matters within your system's scope.
• Owning service-level attainment and being accountable for it, not just reporting on it.
• Taking ownership of escalations and driving them through to resolution.
• Working with the Support & Configuration team, escalating to Engineering when issues need deeper technical help.
• Coordinating the resolution of critical and escalated tickets, and translating technical detail into language the customer can actually use.
• Collaborating with Support on customer satisfaction and SLA delivery, including ticket responses, updates, and resolutions within SLA.
• Working with Infrastructure to keep alerting and monitoring coverage complete, and proposing system improvements where you spot the opportunity.
• Delivering the agreed SLA to the customer, full stop.
• Managing local vendor relationships where a third party handles first-line, on-site support: giving them direction, checking their quality, and coordinating anything that needs a physical presence.

What we're looking for:

• Someone comfortable being the accountable name on technical service delivery, not just a contributor to it.
• Strong technical background in ITS (Intelligent Transport Systems) or closely comparable transit technology, enough to hold your own with engineering and speak plainly to non-technical stakeholders.
• Experience owning escalations and SLAs, ideally in a customer-facing or transit-operations environment.
• Comfort managing third-party/vendor relationships and holding them to a standard.
• Willingness to relocate to and live in the region for the full duration of the role, with the ability to obtain local residency and labour permits.
• The steadiness to run continuity through acceptance, warranty, and into ongoing operations and maintenance. This isn't a short project, it's a resident post.
• Fluent English.

Good to have:

• Arabic language skills are a big plus.
• Prior experience in the Gulf region.
• Experience working within a prime-and-subcontractor delivery structure.
• ITIL-aligned service management background.