Associate Technical Account Manager
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At a glance
Job overview
The Associate Technical Account Manager will serve as the front‑line technical contact for a portfolio of accounts, providing first‑line support, troubleshooting, and product guidance. Working remotely across APAC, the role involves daily customer communication, bug reporting, and building expertise in Bird's platform with an eye toward growing into independent account ownership.
Skills & qualifications
Skills
Qualifications
Full job description
Position Associate Technical Account Manager Employment TypeFull-time LocationRemote, APAC LanguageFluency in English and Mandarin
The Role We're looking for an 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 under pressure
- Comfortable working under guidance while building toward more independent account ownership
- Comfortable working async/remotely across time zones to support China-based customers
Ready to join us? Send your resume to [email protected] with the role title in the subject line.
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