Technical Account Manager – EMEA

This is a fully remote position, open to applicants in Serbia, +1 more country.

📋 Description

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

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

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

• Diagnose technical issues and leverage AI tools for quick resolution.

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

• Provide round-the-clock customer 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 setups.

• Escalate feature requests, bugs, and issues to Support, Product, and Engineering with detailed reproduction steps.

• Manage root-cause communication until issues are resolved.

• Guide customers on best practices for the Smartcat platform to enhance adoption and return on investment (ROI).

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

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

• Convey customer technical feedback to influence the product development roadmap.

• Create and maintain help center content, internal documentation, runbooks, and reusable integration templates.

• Assist in renewal and expansion discussions with compelling technical evidence.

• Manage a complete account portfolio and participate in 24/7 support coverage.

• Conduct customer technical workshops and summarize outcomes for business stakeholders.

⛳️ Requirements

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

• Strong knowledge of languages and international customers.

• AI-centric approach to troubleshooting, diagnostics, and productivity enhancements.

• Outstanding troubleshooting and problem-solving abilities, taking full ownership of issues until resolution.

• Excellent written communication skills in English.

• Familiarity with REST APIs and webhooks.

• Proficiency 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.

• Competence in leading technical workshops and summarizing results for business stakeholders.

• Capability 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 professional growth.

• Scripting experience in Python or JavaScript is a plus.

• Technical support or quality assurance experience is an added advantage.

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

🏝️ Benefits

• Remote-friendly work environment.

• Team members are globally distributed.

• 24/7 human technical support coverage.

• AI-native organization with opportunities to manage AI Agents.

• A collaborative and inclusive workplace culture.

• Chance to help shape the future of AI innovation.

• Opportunity to contribute to a rapidly growing Series C company.

• Proximity to customers within a customer-facing team.

• Global team presence across more than 30 countries and eight hub locations.