Technical Account Manager

We're looking for a Technical Account Manager to be the primary technical point of contact and relationship owner for a dedicated portfolio of accounts. Partnering closely with Sales and Customer Success, you'll be the hands-on technical expert who resolves complex challenges and drives product adoption — supporting customers across the entire lifecycle, from pre-sales discovery and solution design through implementation, onboarding, and ongoing optimization. You'll work across our full platform, with a strong focus on REST APIs, messaging channels, and orchestration tooling.

•    Own the technical relationship for a dedicated set of accounts, partnering with Sales and Customer Success Managers to ensure long-term customer health.

•    Build trusted relationships with technical and business stakeholders across the full customer lifecycle — pre-sales through post-sales optimization.

•    Manage a diverse, complex scope of support issues: troubleshoot, document thoroughly, and keep customers updated on resolution status.

•    Escalate cross-functionally and submit software bug reports to Engineering when issues need deeper investigation.

•    Develop deep expertise in our REST APIs, messaging channels, and orchestration tooling to guide customers on implementation and best practices.

•    Prepare and present case status reports in regular customer meetings; document root causes and solutions for future reference.

•    Proactively identify technical risks and bottlenecks, and guide customers on optimizing their product usage.

•    Support customers through implementation, onboarding, and ongoing success milestones.

•    10+ years of experience as a Technical Account Manager, Solutions Engineer, or similar customer-facing technical role.

•    Experience supporting enterprise customers through the full lifecycle — pre-sales, implementation, onboarding, and ongoing optimization.

•    Background in CPaaS, messaging platforms, or API-first products preferred.

•    Strong working knowledge of REST APIs, webhooks, and technical documentation.

•    Comfortable reading logs, error codes, and diagnostic data to troubleshoot delivery/integration issues.

•    Familiarity with messaging channels (SMS, WhatsApp, email, voice, etc.) and orchestration/workflow tooling.

•    Experience with debugging tools, Postman, or similar API testing platforms is a plus.

•    Excellent written and verbal communication — able to translate complex concepts for non-technical audiences.

•    Fluency in English and Mandarin.

•    Self-motivated and comfortable managing multiple accounts with high autonomy in a fast-paced environment.

•    Expertise: Work across our full platform, gaining deep specialization in APIs, messaging channels, and orchestration technology.

•    Impact: Help enterprise customers build and scale critical communications that reach millions of people.

•    Growth: Develop broad technical and product expertise while partnering across Sales, Product, and Engineering.

•    Culture: Join a customer-obsessed team that values technical excellence and proactive problem-solving.

•  Compensation: Competitive salary, comprehensive benefits, and room for advancement.