Technical Account Manager – APAC

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the main technical liaison for enterprise clients.

• Establish trust-based connections with customer IT, security, and operations teams.

• Provide guidance to customers on platform performance, architecture, and best operational practices.

• Represent customer interests internally and collaborate with Product, Engineering, and Solutions teams.

• Take ownership of the complete resolution process for intricate technical escalations and high-impact incidents.

• Facilitate communication during outages and critical situations.

• Conduct root-cause analysis and implement measures to prevent future occurrences.

• Perform technical and operational business reviews.

• Monitor the health of the environment, identify potential risks, and execute strategies for mitigation.

• Ensure compliance with SLAs and operational standards.

• Lead platform upgrades, integration modifications, and feature deployments.

• Oversee technical implementations from the discovery phase through consultancy, testing, and go-live.

• Train customer teams on platform functionalities and best practices.

• Contribute to internal knowledge bases and documentation.

• Utilize data-driven insights and AI-powered automation to enhance customer outcomes and operational efficiency.

⛳️ Requirements

• Minimum of 3 years in a technical, customer-facing position (such as TAM, Technical Support Lead, or Solutions Engineer).

• In-depth knowledge of enterprise SaaS, distributed systems, and API architectures.

• Expertise in scripting (JavaScript or Python) for troubleshooting and automation purposes.

• Strong analytical abilities: capable of parsing logs, recognizing system patterns, and troubleshooting complex technical workflows.

• Familiarity with data platforms (such as SQL, Elastic, Snowflake, Tableau, or PowerBI).

• Understanding of authentication protocols (Certificates, IP whitelisting, Session management).

• Exceptional skill in articulating complex technical concepts to both executive stakeholders and technical colleagues.

• Proactive and solution-oriented mindset with the ability to resolve issues independently.

• Capability to influence stakeholders without direct authority.

• Structured, process-driven thinker and self-motivated learner.

• High emotional intelligence with a customer-first mentality.

• Ability to work collaboratively in both independent and cross-functional project settings.

🏝️ Benefits

• Travel requirements up to 10%.