Technical Account Manager (APAC)

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.