Technical Account Manager (AI)

Location: Remote from Costa Rica; the role includes 24/7 coverage as part of a globally distributed team.

Company

hirify.global is a Series C AI-powered software company building a platform for multilingual content, localization, human-in-the-loop workflows, and AI agents.

What you will do

• Act as the technical point of contact for an assigned portfolio of Strategic, Enterprise, or Corporate accounts and partner with account teams.
• Own customer escalations beyond AI capabilities, using technical troubleshooting and AI tools to diagnose and resolve issues.
• Lead technical onboarding and implementation, including API and connector integrations, SSO/SAML setup, workspace architecture, and workflow configuration.
• Resolve inquiries in Zendesk and YouTrack, communicate root causes, and escalate bugs and feature requests to Support, Product, and Engineering with clear reproduction steps.
• Monitor integration failures, API error rates, and usage drop-offs; provide technical input for renewals, expansions, adoption, and customer health.
• Create help center content, runbooks, documentation, and reusable integration patterns while collaborating with engineers, analysts, testers, success managers, and product managers.

Requirements

• Background in the localization or translation industry, such as experience as a localization engineer at a translation agency or language service provider, with a strong understanding of languages and international customers.
• AI-first problem-solving approach and experience using AI tools to troubleshoot, diagnose, and work faster.
• Exceptional troubleshooting and problem-solving skills with a track record of owning issues through resolution.
• Excellent written communication skills in English and the ability to help and teach customers.
• Working knowledge of REST APIs and webhooks, with comfort reading logs and debugging integration failures.
• Experience with ticketing systems such as Zendesk and YouTrack.
• Ability to explain technical root causes to engineers and non-technical stakeholders, run technical workshops, and summarize outcomes for VPs.
• Ability to own multiple accounts and prioritize under pressure, including during crisis de-escalation.
• Experience working on remote, globally distributed teams.
• Openness to feedback and others’ opinions and ideas, with eagerness to grow.

Nice to have

• Scripting experience with Python or JavaScript.
• Technical support or quality assurance experience.
• Experience with CMS/TMS integrations or content supply chain tooling.

Culture & Benefits

• Remote-friendly work environment with a globally distributed team of 200+ people across 30+ countries.
• 24/7 customer coverage and collaboration across hubs in New York, London, Lisbon, Costa Rica, Serbia, Armenia, Georgia, and Spain.
• AI-native organization using AI across the business and encouraging employees to manage their own AI agents.
• Inclusive culture focused on respect, appreciation, ownership, speed, results, and meaningful impact.
• Opportunity to contribute to an AI-powered platform serving the multilingual content and localization industry.