The Role

We're looking for an APAC based Associate Technical Account Manager to support the technical relationship for a portfolio of accounts, working under the guidance of Senior TAMs and Customer Success leadership. You'll be the front-line technical contact for day-to-day support needs, helping customers troubleshoot issues, adopt product features, and get the most value from the Bird platform. This is a great entry point for someone early in their technical account management or customer-facing technical career, with room to grow into broader ownership over time.

What You'll Do

Supporting the Technical Relationship

Act as a technical point of contact for a shared portfolio of accounts, working alongside a Senior TAM or Customer Success Manager
Help maintain strong day-to-day communication with customers to support their overall satisfaction and product experience

Support & Troubleshooting

Handle first-line support issues across client accounts, escalating more complex or ambiguous cases to senior team members
Troubleshoot common technical issues, document steps taken, and keep customers updated on ticket status
Submit clear, well-documented bug reports to Engineering when issues need further investigation

Building Product Expertise

Develop working knowledge of the Bird platform, with a focus on REST APIs and core messaging channels
Shadow Product and Engineering conversations to build subject-matter familiarity over time

Customer Communication & Reporting

Help prepare and maintain case status updates for regularly scheduled customer meetings
Support the team in tracking recurring issues or patterns worth flagging to a Senior TAM

Learning & Growth

Assist in identifying simple technical risks or usage gaps and flag them to senior team members for follow-up
Provide basic guidance to customers on product usage, with escalation support available for more complex optimization requests

What You'll Bring

0–2 years of experience in a technical support, customer success, or similar customer-facing role
Fluency in English and Mandarin
Basic familiarity with APIs, webhooks, or technical documentation (hands-on API experience is a plus, not required)
Strong written and verbal communication skills
A troubleshooting mindset and willingness to learn in a fast-paced environment
Comfortable working under guidance while building toward more independent account ownership
Comfortable working async/remotely across time zones to support China-based customers