Technical Account Manager

Smartcat

. Act as the technical point of contact for an assigned portfolio of Strategic, Enterprise, or Corporate accounts .

Posted 10/26/2026full-timeRemote • Costa RicaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical troubleshooting and customer support within the localization and translation industry, with a strong focus on API integrations, ticketing systems, and effective communication with both technical and non-technical stakeholders.

Highest-signal resume keywords

Technical TroubleshootingAPI IntegrationZendesk ExperienceLocalization Industry KnowledgeExcellent Written Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

REST APIsWebhooksScripting in PythonScripting in JavaScriptDebugging Integration FailuresTechnical SupportQuality AssuranceCMS IntegrationsTMS IntegrationsWorkflow Configuration

Soft Skills

Problem-SolvingCommunication SkillsCrisis De-EscalationOpenness to FeedbackAbility to Prioritize Under Pressure

Tools & Technologies

ZendeskYouTrackSmartcat PlatformAI ToolsHelp Center Content Management

Industry Keywords

Localization EngineeringTranslation AgencyLanguage Service ProviderInternational CustomersTechnical Workshops

Tech Stack

Tools & technologies

JavaScriptPython

About the role

Key responsibilities & impact

Act as the technical point of contact for an assigned portfolio of Strategic, Enterprise, or Corporate accounts
Partner with account teams and work directly with account executives for Strategic accounts
Own customer escalations beyond Smartcat’s AI capabilities using technical troubleshooting and AI tools
Resolve customer inquiries in ticketing systems such as Zendesk and YouTrack while maintaining high customer satisfaction
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 feature requests, bugs, and engineering issues with clear reproduction steps and own root-cause communication through resolution
Advise customers on Smartcat platform best practices, including CAT tools, AI Coworkers, Marketplace, PDF pipeline, and custom workflows
Monitor integration failures, API error rates, usage drop-offs, and other technical health signals
Collaborate with engineers, analysts, testers, success managers, and product managers
Maintain help center content, internal documentation, runbooks, and reusable integration patterns
Support renewal and expansion conversations with technical proof points
Learn the platform, AI issue-handling process, ticket flows, assigned accounts, and integrations during ramp-up
Independently resolve escalations, lead integration work, monitor account risks, carry the full portfolio, run customer workshops, and contribute documentation by days 60–90

Requirements

What you’ll need

Background in the localization or translation industry, such as localization engineering at a translation agency or language service provider
Strong understanding of languages and international customers
AI-first approach to troubleshooting and diagnosis
Exceptional troubleshooting and problem-solving skills
Excellent written communication skills in English
Working knowledge of REST APIs and webhooks
Comfort reading logs and debugging integration failures
Experience with ticketing systems such as Zendesk and YouTrack
Ability to explain technical root causes to engineers and non-technical stakeholders
Ability to run technical workshops and summarize them for business stakeholders
Ability to own multiple accounts and prioritize under pressure, including crisis de-escalation
Experience working on remote, globally distributed teams
Openness to feedback and eagerness to grow
Scripting experience in Python or JavaScript is a plus
Technical support or quality assurance experience is a bonus
Experience with CMS/TMS integrations or content supply chain tooling is a bonus

Benefits

Comp & perks

Remote-friendly work arrangement
Globally distributed team across 30+ countries
Collaborative hub-and-spoke model
AI-native work environment and opportunity to manage personal AI Agents
Inclusive culture committed to respect, diversity, and non-discrimination
Opportunity to help shape an AI-powered platform
Opportunity to contribute to rapid company growth and scale-up