Technical Account Manager

IMPORTANT DO NOT APPLY TO THIS ROLE IF YOU ARE NOT LIVING IN HONG KONG About the Position We are hiring a Junior Technical Account Support role to be a bridge between our clients and our engineering team. You’ll own customer relationships on the technical side: understanding how they use our products, triaging and tracking bugs, managing support tickets, and ensuring issues are resolved clearly and promptly. This role is ideal for someone who enjoys talking to people and digging into logs, APIs, and dashboards to figure out what’s really going on. You don’t need to be a senior engineer, but you do need to be comfortable with technical concepts, modern web stacks, and AI‑driven tools, and be willing to roll up your sleeves to reproduce issues and communicate fixes. Key Responsibilities Act as the main technical point of contact for assigned clients, building trusted, long‑term relationships. Receive, triage, and manage bug reports and technical support tickets via email, chat, and ticketing systems. Reproduce, document, and prioritize issues with clear steps, logs, and screenshots before handing off to engineering. Coordinate with developers, DevOps, and product teams to drive issues through investigation, fix, testing, and release. Track ticket status and provide timely, transparent updates to clients, including expected timelines and workarounds. Help analyze patterns in incidents and suggest product or process improvements to reduce recurring problems. Assist clients with onboarding, configuration, and best practices for our AI and infrastructure‑related products. Create and maintain customer‑facing knowledge base content (FAQ articles, “how‑to” guides, troubleshooting checklists). Monitor system health dashboards and alerts; proactively flag and elevate potential incidents. Participate in regular check‑ins with key accounts to review open issues, recent releases, and upcoming needs. Qualifications 1–3 years’ experience in a technical support, technical account management, implementation, or junior engineering role. Solid understanding of web applications, APIs, and cloud‑based services (HTTP, REST, JSON, basic networking). Comfort reading and discussing basic code or scripts (Python, Node.js, or similar), even if you’re not a full‑time developer. Experience working with ticketing tools (e.g. Jira, GitHub Issues, Zendesk, Freshdesk, or similar). Strong debugging mindset: able to ask good questions, narrow down variables, and test different hypotheses. Excellent written and verbal communication skills; able to translate technical details into clear, client‑friendly language. High level of ownership and follow‑through—you don’t drop tickets, and you close the loop with customers. Eagerness to learn AI/ML tools and modern infrastructure concepts on the job. Preferred Skills Exposure to AI/ML tooling or platforms (e.g. VertexAI, open‑source LLMs, RAG stacks, automation tools like n8n). Basic familiarity with cloud platforms (GCP, AWS, or Azure) and concepts like logs, instances, and containers. Experience reading application logs and using monitoring tools (e.g. Grafana, Cloud Logging, Datadog, etc.). Prior experience supporting B2B or enterprise clients with SLAs. Ability to create clear internal and external documentation, including incident reports and post‑mortems. Hiring Process & Requirements 1. Application Package Please send: Your resume Earliest availability / preferred start date A short example of technical writing (e.g. a support article, troubleshooting guide, or ticket you’re proud of). 2. Paid Trial Engagement (Approx. 1 Month) Before confirming a full‑time offer, shortlisted candidates will join us for a paid trial period of around one month. During this time you’ll: Work with real tickets (with support) Interact with internal stakeholders and possibly selected clients Demonstrate how you communicate, prioritize, and manage technical issues This gives both you and us a realistic sense of fit and working style. 3. Signing Bonus & Clawback Upon accepting a full‑time offer, you will receive a HKD 5,000 signing bonus . If you resign within 24 months of your start date, or are terminated for cause during that period, you will be required to repay the full signing bonus . Why Join Us? Work at the intersection of customers, software engineering, and AI , where your communication and problem‑solving skills have immediate impact. Gain broad exposure to real‑world issues across infrastructure, ML workflows, and production systems. Collaborate closely with an experienced, friendly engineering team that values context, clarity, and ownership. Join a culture that encourages continuous learning, experimentation, and honest feedback. Help shape how we support and scale intelligent, reliable applications for clients who depend on us every day. Referrals increase your chances of interviewing at Voyager AI by 2x #J-18808-Ljbffr