[Hiring] Technical Account Manager @Smartcat

Role Description

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.

Qualifications

• 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 comfort reading logs and debugging integration failures; scripting experience (Python or JavaScript) is a plus.
• Experience with ticketing systems such as Zendesk and YouTrack.
• The ability to explain technical root cause to both engineers and non-technical stakeholders, and to run a technical workshop with a customer’s team and then summarize it cleanly for their VP.
• Comfort owning multiple accounts at once and prioritizing under pressure, including during crisis de-escalation.
• Experience working on remote, globally distributed teams.
• Openness to feedback and to others’ opinions and ideas, and eagerness to grow.
• Bonus: technical support or quality assurance experience, and experience with CMS/TMS integrations or content supply chain tooling.

Benefits

• A global, connected team.
• Be part of an AI Native Organization.
• Innovating a $100 Billion industry.
• Join the rocketship to scale-up 10x and beyond together.

Company Description

At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and engagement. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to inclusion is steadfast, and we stand firmly against discrimination and harassment.