Technical Account Manager (EMEA)

smartcatplatforminc; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-friendly team

Around-the-clock coverage

Job summary

smartcatplatforminc is seeking a technical customer success specialist to serve as the primary technical touchpoint for a portfolio of business customers of a multilingual content platform.

You will combine customer support, integration troubleshooting, and coordination with account teams and product engineers within a globally distributed, round-the-clock team.

Qualifications

• Experience in technical customer support, account management, onboarding, or QA for software products.
• Ability to troubleshoot integrations, APIs, identity configurations, and customer workflows.
• Clear written and verbal communication to explain technical issues and keep customers informed.

Responsibilities

• Own complex customer escalations and drive progress to resolution.
• Lead technical onboarding and implementation, including API/connector integrations and SSO setup.
• Respond to customer requests in ticketing systems and advise on platform capabilities.
• Track integration failures and API errors; share risks with account teams.
• Document bugs and feature requests with reproduction steps; coordinate with support, product, and engineering.
• Maintain runbooks and integration guidance; contribute to renewal and expansion discussions.

Skills

Escalation management

Onboarding

APIs

SSO setup

Integration troubleshooting

Documentation

Tools

Zendesk

YouTrack

Job description

Role overview

Serve as the technical point of contact for a portfolio of business customers, helping them implement and get reliable results from a multilingual content platform. The role combines customer support, integration and workflow troubleshooting, and close coordination with account teams and product engineers. It is part of a globally distributed team providing round-the-clock human coverage.

Responsibilities

• Own complex customer escalations that automated support cannot resolve, investigating issues and communicating progress through resolution.
• Guide technical onboarding and implementation, including API and connector integrations, single sign-on setup, workspace architecture, and workflow configuration.
• Respond to customer requests in ticketing systems and advise on platform capabilities and practices that support adoption.
• Track integration failures, API errors, and usage changes; share emerging technical risks with account teams.
• Document bugs and feature requests with clear reproduction details, and coordinate with support, product, and engineering teams.
• Maintain support articles, runbooks, and reusable integration guidance, and contribute technical evidence to renewal and expansion discussions.

Requirements

• Technical customer support, account management, implementation, or quality assurance experience relevant to software products.
• Ability to troubleshoot integrations, APIs, identity configuration, and customer workflows; experience with CMS or TMS integrations is relevant.
• Clear written and verbal communication, including the ability to explain technical issues and keep customers informed.
• Ability to investigate unfamiliar problems independently and work across customer-facing and engineering teams.
• Comfort using AI tools to support issue resolution and documentation.

Nice to have

• Experience with content supply chain tools, digital asset management systems, developer tools, or localization workflows.
• Familiarity with ticketing systems such as Zendesk or YouTrack and with SAML-based single sign-on.

Benefits and work setup

• Globally distributed, remote-friendly team; customer-facing work may prioritize proximity to the customers served.
• Shared 24/7 coverage, requiring coordination across time zones.