Technical Account Manager (EMEA)

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 r