Technical Account Manager
New
S
SmartcatLocalization software
Thailand - RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent written communication skills in English
- Required Skills
- RESTful APIsZendeskTroubleshooting
Requirements
- Have a background in the localization or translation industry, such as localization engineering at a translation agency or language service provider.
- Bring a strong understanding of languages and international customers.
- Use AI tools to troubleshoot, diagnose, and work more efficiently.
- Demonstrate strong troubleshooting and problem-solving skills, with a track record of owning issues through resolution.
- Have excellent written communication skills in English and an interest in helping and teaching people.
- Have working knowledge of REST APIs and webhooks, and be comfortable reading logs and debugging integration failures.
- Have experience with ticketing systems such as Zendesk and YouTrack.
- Be able to explain technical root causes to engineers and non-technical stakeholders and run customer technical workshops.
- Be comfortable managing multiple accounts and prioritizing under pressure, including during crisis de-escalation.
- Have experience working on remote, globally distributed teams.
- Scripting experience in Python or JavaScript is a plus.
- Technical support or quality assurance experience, and experience with CMS/TMS integrations or content supply chain tooling, are bonuses.
Responsibilities
- Act as the technical point of contact for an assigned portfolio of accounts and partner with each account team.
- Own customer escalations beyond Smartcat’s AI capabilities and use technical troubleshooting and AI tools to reach resolution.
- Resolve customer inquiries in ticketing systems such as Zendesk and YouTrack.
- Provide 24/7 coverage as part of a globally distributed team.
- Lead technical onboarding and implementation, including API and connector integrations, SSO/SAML setup, workspace architecture, and workflow configuration.
- Escalate bugs and feature requests to Support, Product, and Engineering with clear reproduction steps, and communicate root causes through resolution.
- Advise customers on use of Smartcat’s platform, including CAT tools, AI Coworkers, Marketplace, PDF pipeline, and custom workflows.
- Monitor integration failures, API error rates, and usage drop-offs, and flag risks to the account team.
- Create help center content, internal documentation, runbooks, and reusable integration patterns.
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