Technical Account Manager; EMEA)

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.

• 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.

• 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.

• Experience with content supply chain tools, digital asset management systems, developer tools, or localization workflows.
• Familiarity with ticketing systems such as Zendesk or You Track and with SAML-based single sign-on.

• Globally distributed, remote-friendly team; customer-facing work may prioritize proximity to the customers served.
• Shared 24/7 coverage, requiring coordination across time zones.