Associate Technical Account Manager - APAC

About 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