Technical Account Manager – APAC

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

📋 Description

• Serve as the technical liaison for a designated portfolio of Strategic, Enterprise, or Corporate accounts.

• Collaborate with account teams and engage directly with account executives on Strategic accounts.

• Manage customer escalations that exceed the capabilities of Smartcat’s AI.

• Address inquiries and requests in Zendesk and YouTrack.

• Provide round-the-clock human technical support as part of a globally distributed team.

• Oversee technical onboarding and implementation, which includes API and connector integrations, SSO/SAML configuration, workspace architecture, and workflow setup.

• Forward feature requests, bugs, and issues to Support, Product, and Engineering along with clear reproduction steps.

• Communicate the root cause of issues until resolved.

• Advise clients on best practices for the Smartcat platform, covering CAT tools, AI Coworkers, Marketplace, PDF pipeline, and custom workflows.

• Monitor integration failures, API error rates, and declines in usage.

• Work alongside engineers, analysts, testers, success managers, and product managers.

• Maintain help center content, internal documentation, runbooks, and reusable integration patterns.

• Assist in renewal and expansion discussions with technical evidence.

• Develop the capability to independently address escalations, lead integration efforts, monitor account risks, conduct technical workshops, and contribute to documentation.

⛳️ Requirements

• Experience in the localization or translation sector.

• Strong comprehension of languages and international clientele.

• An AI-centric approach to problem-solving, with experience utilizing AI tools for troubleshooting and diagnosing issues.

• Exceptional troubleshooting and problem-solving abilities, demonstrating a history of managing issues through to resolution.

• Excellent written communication skills in English.

• Practical knowledge of REST APIs and webhooks.

• Comfort with reading logs and diagnosing integration failures.

• Familiarity with ticketing systems such as Zendesk and YouTrack.

• Capability to articulate technical root causes to both engineers and non-technical stakeholders.

• Ability to facilitate a technical workshop and summarize outcomes for business stakeholders.

• Capacity to manage multiple accounts and prioritize effectively under pressure, including during crisis de-escalation.

• Experience working within remote, globally distributed teams.

• Willingness to accept feedback and a desire for personal growth.

• Scripting skills in Python or JavaScript are advantageous.

• Prior experience in technical support or quality assurance is a plus.

• Familiarity with CMS/TMS integrations or content supply chain tools is an added benefit.

🏝️ Benefits

• Remote-friendly work environment.

• A globally distributed team spanning over 30 countries.

• A collaborative and inclusive company culture.

• An opportunity to work within an AI Native Organization.

• A chance to influence the AI transformation of the workplace.

• An opportunity to contribute to the innovation of the $100 billion multilingual content industry.

• A chance to join a rapidly growing post-Series C company.