Technical Account Manager (EMEA)
New
S
SmartcatLocalization software
Serbia - Remote; Spain - RemoteFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Excellent written communication skills in English
- Required Skills
- RESTful APIsZendesk
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 troubleshooting and problem-solving skills and own issues through resolution.
- Have working knowledge of REST APIs and webhooks.
- Be comfortable reading logs and debugging integration failures.
- Have experience with ticketing systems such as Zendesk and YouTrack.
- Explain technical root causes to engineers and non-technical stakeholders, and run customer technical workshops.
- Manage multiple accounts and prioritize under pressure, including during crisis de-escalation.
- Have experience working on remote, globally distributed teams.
- Have excellent written communication skills in English.
Responsibilities
- Act as the technical point of contact for an assigned portfolio of accounts and partner with the account team.
- Own customer escalations that Smartcat’s AI cannot resolve, using technical troubleshooting and AI tools.
- Resolve inquiries and requests 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 issues to Support, Product, and Engineering with clear reproduction steps, and communicate root causes through resolution.
- Advise customers on using 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.
- Develop and maintain help center content, internal documentation, runbooks, and reusable integration patterns.
- Support renewal and expansion conversations with technical proof points and use-case opportunities.
View Full Description & ApplyYou'll be redirected to the employer's site
