Technical Account Manager – APAC

• Serve as the primary technical point of contact for enterprise customers
• Build trust-based relationships with customer IT, security, and operational teams
• Advise customers on platform performance, architecture, and operational best practices
• Advocate for customer needs internally and coordinate with Product, Engineering, and Solutions teams
• Own end-to-end resolution of complex technical escalations and high-impact incidents
• Coordinate communication during outages and critical issues
• Drive root-cause analysis and implement preventative measures
• Conduct technical and operational business reviews
• Monitor environment health, identify risks, and execute mitigation strategies
• Ensure adherence to SLAs and operational standards
• Lead platform upgrades, integration changes, and feature rollouts
• Manage technical implementations from discovery and consultancy through testing and go-live
• Educate customer teams on platform capabilities and best practices
• Contribute to internal knowledge bases and documentation
• Leverage data-driven insights and AI-driven automation to improve customer outcomes and operational efficiency

• 3+ years in a technical, customer-facing role (e.g., TAM, Technical Support Lead, or Solutions Engineer)
• Deep understanding of enterprise SaaS, distributed systems, and API architectures
• Proficiency in scripting (JavaScript or Python) for troubleshooting and automation
• Strong analytical skills: ability to parse logs, identify system patterns, and troubleshoot complex technical flows
• Familiarity with data platforms (e.g., SQL, Elastic, Snowflake, Tableau, or PowerBI)
• Knowledge of authentication protocols (Certs, IP whitelisting, Session management)
• Exceptional ability to synthesize complex technical concepts for both executive stakeholders and technical peers
• Proactive, can-do mindset with the drive to resolve issues independently
• Ability to influence stakeholders without direct authority
• Structured, process-oriented thinker and self-directed learner
• High emotional intelligence and customer-first approach
• Ability to collaborate in independent and cross-functional project environments

• Travel up to 10%