Technical Account Manager (APAC)

smartcatplatforminc; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Globally distributed, remote-friendly

Job summary

SmartCat Platform, Inc. is seeking a technically adept Customer Success Engineer to onboard and support business customers across the Asia-Pacific region and beyond.

You’ll implement integrations, troubleshoot complex issues, and guide workflows while coordinating with account, support, product, and engineering teams. You will diagnose API, identity, and workflow problems, provide clear explanations, and contribute to runbooks and patterns used in renewals and expansions.

Qualifications

• Experience in technical customer support, account management, software implementation, or quality assurance.
• Ability to diagnose software, API, integration, identity, and workflow issues and explain findings clearly.
• Strong customer communication and collaboration with engineering and product teams.
• Willingness to contribute to a 24/7 global support rotation across time zones.

Responsibilities

• Take ownership of customer escalations that automated support cannot resolve, investigate root causes, and keep customers informed until closure.
• Lead technical onboarding and implementation, including API and connector integrations, single sign-on, workspace structure, and workflow setup.
• Handle customer questions and requests through ticketing tools, and advise on platform practices that improve adoption.
• Watch for technical health signals such as integration failures, API errors, or drops in usage, and raise risks with account teams.
• Send reproducible bug reports and feature feedback to support, product, and engineering, coordinating communication through resolution.
• Create and update support materials, runbooks, and integration patterns; provide technical evidence for customer renewal or expansion discussions.

Skills

Technical customer support

Account management

Software implementation

Troubleshooting

API integration

SSO / SAML

Tools

Ticketing platforms

SSO (SAML)

Job description

**Role overview**

Help business customers in the Asia-Pacific region implement and operate a multilingual content platform, acting as a technical contact for an assigned account portfolio. The work spans hands-on onboarding, complex troubleshooting, and guidance on integrations and workflows, with close partnership across account, support, product, and engineering teams. The role contributes to a globally distributed service that provides customers with human technical support around the clock.

**Responsibilities**

• Take ownership of customer escalations that automated support cannot resolve, investigate root causes, and keep customers informed until closure.
• Lead technical onboarding and implementation, including API and connector integrations, single sign-on, workspace structure, and workflow setup.
• Handle customer questions and requests through ticketing tools, and advise on platform practices that improve adoption.
• Watch for technical health signals such as integration failures, API errors, or drops in usage, and raise risks with account teams.
• Send reproducible bug reports and feature feedback to support, product, and engineering, coordinating communication through resolution.
• Create and update support materials, runbooks, and integration patterns; provide technical evidence for customer renewal or expansion discussions.

**Requirements**

• Experience in technical customer support, account management, software implementation, or quality assurance.
• Ability to diagnose software, API, integration, identity, and workflow issues and explain findings clearly.
• Strong customer communication and collaboration skills, including coordination with engineering and product teams.
• Ability to work independently through unfamiliar technical problems and use AI tools as part of support and documentation workflows.
• Availability to contribute to a shared 24/7 support rotation across time zones.

**Nice to have**

• Experience with CMS or TMS integrations, digital asset management, developer tools, or content supply chain workflows.
• Familiarity with support ticketing platforms and SAML-based single sign-on.

**Benefits and work setup**

• Globally distributed, remote-friendly team, with customer-facing roles emphasizing proximity to the customers they support.