Technical Account Manager, APAC

📋 Description

• Serve as primary escalation point for Majors accounts across APAC, owning high-severity and technically complex cases.
• Triage, investigate, and resolve urgent issues with cross-functional teams (Support, CS, Eng, Product, Security).
• Maintain deep account context and apply it to troubleshooting and communications.
• Lead proactive incident communications for APAC customers, outlining impact and next steps.
• Document root causes, resolutions, and preventative actions to improve reliability.
• Contribute to escalation playbooks and tooling tailored to APAC needs.

🎯 Requirements

• Experience in enterprise or regulated software support, escalation, or TAM roles.
• Strong technical foundation; troubleshoot complex systems with Eng/Product.
• Exceptional judgment under pressure in high-severity, time-sensitive situations.
• Clear, polished written and verbal communication with senior stakeholders.
• Ability to manage multiple urgent issues with accuracy and composure.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

🎁 Benefits

• Hybrid arrangement: 3 days in Sydney office, 2 days work-from-home.
• Health coverage: private hospital insurance plus extras.
• Family & Fertility support through Carrot.
• Retirement & Security: comprehensive long-term coverage.
• Paid Leave: annual, sick, and parental leave.
• Remote Work Allowance: monthly stipend for home office, internet, and phone.