Associate Technical Account Manager
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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
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