Technical Account Manager, APAC

Responsibilities

• Serve as a primary escalation point for major accounts across APAC, owning high-severity and technically complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply it to troubleshooting and communications.
• Lead clear, proactive incident communications for APAC customers, translating technical updates into customer-specific impact, expectations, and next steps.
• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and regional operational maturity.
• Contribute to escalation playbooks, runbooks, and support tooling tailored to APAC customer needs.

Requirements

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
• Strong technical foundation and ability to troubleshoot complex systems while collaborating with Engineering and Product teams.
• Exceptional judgment under pressure and comfort handling high-severity, time-sensitive, and confidential situations.
• Clear, polished written and verbal communication skills, including experience engaging senior customer stakeholders.
• Ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.
• Valid Australian work rights; visa sponsorship is not currently offered.

Compensation & Benefits

• Hybrid schedule with 3 days in the Sydney office and 2 days working from home.
• Fully covered private hospital insurance, plus extras for dental, optical, physiotherapy, mental health, and more.
• Fertility, adoption, and surrogacy support through Carrot.
• Retirement and long-term security coverage.
• Paid annual leave, sick leave, and fully paid parental leave for all parents.
• Daily in-office lunch, Wellhub wellness memberships, and monthly commuting support.
• Annual support for courses, certifications, conferences, and books.
• Monthly home-office, internet, and phone expense support.
• Four-week paid sabbatical after four years.