Technical Account Manager

GoTo; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Tuition reimbursement

Wellness programs

ERGs & charitable matching

Job summary

GoTo is seeking a Technical Support Manager for a remote role based in Guatemala. You will lead advanced support for VIP customers, troubleshoot VoIP, SIP, networking, and UCC/ITSG issues, and participate in a 24/7 on-call rotation to ensure critical customer needs are met.

Work with Engineering to resolve complex problems, identify trends, and document cases while maintaining SLA commitments. Excellent English communication and a proactive, customer-obsessed mindset are essential.

Qualifications

• Experience in IT networking or technical support.
• Strong troubleshooting with production networks.
• Knowledge of VoIP and SIP call flows.
• Excellent English communication skills.
• Ability to multitask in a fast-paced environment.
• Willingness to participate in rotating on-call schedule including nights and weekends.

Responsibilities

• 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

Skills

IT Networking

Technical Support

VoIP

SIP

English

Multitasking

Problem Solving

On-call schedule

Job description

Whereyou’llwork:

Remote (Guatemala)

Customer Care & Success at GoTo

AtGoTo, 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 valueforour 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

WhatWe’reLooking 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

AtGoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here’s what you can expect as part of our team:

• Comprehensive health benefits
• Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
• Tuition reimbursement and access to instructor-led and on-demand learning and development programs
• The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching
• Employee-led communities and programs, including Employee Resource Groups (ERGs),GoToGives, and charitable matching

We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn’t just something we talk about - it’s part of how we work every day.

Specific benefits and offerings may vary by country in line with local regulations and market practices.

At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.