Technical Account Manager (APAC)

About Smartcat

Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises. We’re on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren’t generic copilots. They’re fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one. Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale. Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language. As a Series C company with consistently high year-over-year growth, we’re scaling fast and investing in people who want to shape the future of work with us. Join us in unlocking global potential, one human and agent team at a time.

WHY YOU SHOULD JOIN OUR TEAM

You’ll join a newly formed Technical Account Management team built to make sure every Smartcat customer, at every tier, can reach a human technical expert 24/7. AI already resolves a growing share of customer issues, so you’ll own the escalations beyond what AI can handle: technical troubleshooting, integrations, and workflow questions, solved in an AI-forward way. You’ll be assigned a portfolio of accounts, and on our largest accounts you’ll be the named technical resource and work directly with the account executive.

MISSION

Be the trusted technical expert behind Smartcat’s customers: meet their needs with passion and approachability, resolve complex escalations with AI-first problem solving, keep integrations and workflows healthy, and give customers around the world fast, expert technical support at any hour.

OUTCOMES

• Act as the technical point of contact for an assigned portfolio of accounts within your tier (Strategic, Enterprise, or Corporate), partnering with the account team on each
• Take ownership of customer escalations that go beyond what Smartcat’s AI capabilities can resolve, using technical troubleshooting and AI tools to reach resolution quickly
• Resolve customer inquiries and requests in modern ticketing systems such as Zendesk and YouTrack, maintaining a consistently high customer satisfaction rate
• Provide 24/7 coverage as part of a globally distributed team, so every customer can reach a human regardless of tier
• Own technical onboarding and implementation: API and connector integrations (CMS, TMS, DAM, dev tools), SSO/SAML setup, workspace architecture, and workflow configuration
• Escalate feature requests, bugs, and issues that need engineering to Support, Product, and Engineering with clear reproduction steps, and own root-cause communication through resolution
• Advise customers on best-practice use of Smartcat’s platform (CAT tools, AI Coworkers, Marketplace, PDF pipeline, custom workflows) to maximize adoption and ROI
• Monitor technical health signals (integration failures, API error rates, usage drop-offs) and flag risk to the account team before it becomes churn
• Collaborate with engineers, analysts, testers, success managers, and product managers, and relay customer technical feedback to influence the roadmap
• Develop and maintain help center content, internal documentation, runbooks, and reusable integration patterns, using AI to keep them current
• Support renewal and expansion conversations with technical proof points: performance data, integration health, and use-case expansion opportunities

How the tiers differ: On Strategic accounts (our largest named customers), you’ll be the go-to technical resource and work directly with the assigned account executive. On Enterprise and Corporate accounts, you’ll cover a larger number of accounts, with less day-to-day customer-facing time and more emphasis on efficient, AI-powered issue resolution.

HOW YOU’LL RAMP

By Day 30:

• Learn Smartcat’s platform end to end: CAT tools, AI Coworkers, Marketplace, PDF pipeline, custom workflows, and the integration and API landscape
• Learn how AI handles first-line customer issues today, where human escalation takes over, and how tickets flow through Zendesk and YouTrack
• Meet your account team, Support, Product, and Engineering counterparts, and get oriented on your assigned accounts: architecture, integrations, open issues, and health signals

By Day 60:

• Resolve customer escalations independently, using AI tools to diagnose and solve, and escalating to Engineering with clear reproduction steps when needed
• Lead technical onboarding or integration work for at least one account
• Monitor health signals across your accounts and flag at least one emerging risk to the account team

By Day 90:

• Carry your full account portfolio, including your share of 24/7 coverage
• Run a technical workshop with a customer’s team and summarize it cleanly for their business stakeholders
• Contribute help center content, a runbook, or a reusable integration pattern to the team’s library, and relay customer feedback that informs Product and Engineering

WHAT YOU’VE ACCOMPLISHED

• Background in the localization or translation industry, for example as a localization engineer at a translation agency or language service provider, with a strong understanding of languages and international customers
• An AI-first approach to problem solving: you already use AI tools to troubleshoot, diagnose, and work faster
• Exceptional troubleshooting and problem-solving skills, with a track record of owning issues through resolution
• A genuine love of helping and teaching people, and excellent written communication skills in English
• Working knowledge of REST APIs and webhooks, and comfortable with data mapping and transformation.