Technical Account Manager (EMEA)

Location: Remote from Serbia or Spain

Company

hirify.global develops an AI-powered platform that combines generative AI, human-in-the-loop workflows, and an Enterprise Skill Graph for multilingual content, translation, localization, and enterprise workflows.

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, troubleshoot issues, resolve inquiries in Zendesk and YouTrack, and maintain high customer satisfaction.
• Lead technical onboarding and implementation, including API and connector integrations, SSO/SAML setup, workspace architecture, and workflow configuration.
• Escalate bugs and feature requests with clear reproduction steps, communicate root causes, and collaborate with Support, Product, Engineering, analysts, testers, and success managers.
• Monitor integration failures, API error rates, usage drop-offs, and other technical health signals; support renewals and expansion with technical proof points.
• Create help center content, documentation, runbooks, and reusable integration patterns, while contributing to technical workshops and roadmap feedback.

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 record of owning issues through resolution.
• Excellent written communication skills in English and a genuine interest in helping and teaching people.
• Working knowledge of REST APIs and webhooks, 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 VP-level business stakeholders.
• Ability to manage multiple accounts and prioritize under pressure, including during crisis de-escalation.
• Experience working on remote, globally distributed teams.
• Openness to feedback and others' 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 in a globally distributed team spanning 30+ countries, with customer-facing teams prioritizing proximity to customers.
• Participation in a newly formed Technical Account Management team providing 24/7 human technical coverage.
• AI-native working environment with AI used across the organization and encouragement to manage personal AI agents.
• Collaborative culture focused on ownership, speed, meaningful impact, respect, inclusion, and high performance.
• Opportunity to help scale an AI-powered platform in the multilingual content industry during its post-Series C growth stage.

Hiring process

• Ramp-up includes learning the platform, AI escalation flows, ticketing systems, account architectures, integrations, and health signals during the first 30 days.
• By day 60, independently resolve escalations, lead at least one onboarding or integration project, and identify an emerging account risk.
• By day 90, manage the full account portfolio, participate in 24/7 coverage, run a customer workshop, and contribute documentation or reusable integration patterns.