Technical Account Manager

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

📋 Description

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

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

• Manage customer escalations that exceed Smartcat’s AI capabilities through technical troubleshooting and AI tools.

• Address customer inquiries in ticketing systems like Zendesk and YouTrack while ensuring high levels of customer satisfaction.

• Provide 24/7 support as part of a globally distributed team.

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

• Raise feature requests, report bugs, and highlight engineering challenges with clear reproduction steps, while managing root-cause communication until resolution.

• Guide customers on best practices for the Smartcat platform, encompassing CAT tools, AI Coworkers, Marketplace, PDF pipeline, and customized workflows.

• Track integration failures, API error rates, usage declines, and other indicators of technical health.

• Work closely with engineers, analysts, testers, success managers, and product managers.

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

• Assist in renewal and expansion discussions with technical evidence.

• Familiarize yourself with the platform, AI issue-resolution process, ticket flows, assigned accounts, and integrations during the initial ramp-up period.

• Independently address escalations, lead integration projects, monitor account risks, manage the entire portfolio, conduct customer workshops, and contribute to documentation within the first 60–90 days.

⛳️ Requirements

• Experience in the localization or translation sector, such as localization engineering at a translation agency or language service provider.

• Strong grasp of languages and international clientele.

• An AI-first mindset for troubleshooting and diagnosis.

• Outstanding troubleshooting and problem-solving abilities.

• Excellent written communication skills in English.

• Familiarity with REST APIs and webhooks.

• Proficient in reading logs and debugging integration issues.

• Experience using ticketing systems like Zendesk and YouTrack.

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

• Capability to conduct technical workshops and summarize findings for business stakeholders.

• Skilled at managing multiple accounts and prioritizing tasks under pressure, including crisis de-escalation.

• Experience working within remote, globally distributed teams.

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

• Scripting experience in Python or JavaScript is advantageous.

• Background in technical support or quality assurance is a plus.

• Familiarity with CMS/TMS integrations or content supply chain tools is a bonus.

🏝️ Benefits

• Flexible remote work arrangements.

• A globally distributed team operating across more than 30 countries.

• A collaborative hub-and-spoke model.

• An AI-native work environment with opportunities to manage personal AI Agents.

• An inclusive culture dedicated to respect, diversity, and non-discrimination.

• A chance to influence the development of an AI-powered platform.

• Opportunities to contribute to rapid company growth and scaling efforts.