Technical Account Manager (EMEA)

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.