Technical Account Manager

About Smartcat

Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises.

We’re on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren’t generic copilots. They’re fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one.

Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale.

Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language. As a Series C company with consistently high year-over-year growth, we’re scaling fast and investing in people who want to shape the future of work with us.

Join us in unlocking global potential, one human and agent team at a time.

WHY YOU SHOULD JOIN OUR TEAM

You’ll join a newly formed Technical Account Management team built to make sure every Smartcat customer, at every tier, can reach a human technical expert 24/7. AI already resolves a growing share of customer issues, so you’ll own the escalations beyond what AI can handle: technical troubleshooting, integrations, and workflow questions, solved in an AI-forward way. You’ll be assigned a portfolio of accounts, and on our largest accounts you’ll be the named technical resource and work directly with the account executive.

MISSION

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

WHAT YOU’VE ACCOMPLISHED

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

Why joining Smartcat might be your best move so far

• •A global, connected team
• We’re a team of 200+ people across 30+ countries, working together through a hub-and-spoke model anchored in eight key locations: New York, London, Lisbon, Costa Rica, Serbia, Armenia, Georgia, and Spain. Most of our roles are remote-friendly, giving you the flexibility to do your best work from where you thrive. For customer-facing teams, we prioritize proximity to our customers, ensuring we stay deeply connected to their needs and deliver an exceptional experience. No matter where you’re based, you’ll be part of a highly collaborative, globally-distributed team that values ownership, speed, and meaningful impact.

• •Be part of an AI Native Organization
• We are highly innovative, using AI across all areas of the organization to accelerate decision-making and free people to focus on strategy and high-impact work. We embrace new ideas and encourage all Smartcaters, regardless of level or department, to manage their own AI Agents. At Smartcat you’ll shape how AI transforms the workplace and play an integral role in ensuring Smartcat remains a leader in AI in