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Leads and develops an APAC Technical Account Management team while serving as a senior technical advisor to strategic customers. Responsibilities include customer relationship management, technical escalations, root-cause analysis, solution adoption, onboarding, retention, growth, and cross-functional product alignment. The role develops scalable TAM processes, playbooks, and performance metrics; guides OEM integrations, secure device technologies, APIs, and cloud platforms; and translates customer feedback into product roadmap opportunities. Travel is approximately 25–40% globally.

Partners with APAC commercial teams to provide technical pre-sales expertise, including discovery, solution design, demonstrations, proposals, technical qualification, and customer handoff. Builds relationships with enterprise customers across smartphone, telecom, and SaaS ecosystems; translates requirements into scalable solutions involving APIs, cloud platforms, secure technologies, and device locking. Supports proofs of concept, implementation transitions, customer success, and continuous improvement of pre-sales tools and processes.

Supports global technical operations by testing and certifying mobile devices, configuring customer and OEM accounts, provisioning services, processing SLA-driven requests, and maintaining operational documentation. Uses Zendesk and JIRA while testing automation, scripts, and GenAI tools. Identifies operational issues, contributes to process improvements, communicates with customers and internal teams, and ensures accurate completion of technical tasks.

Provides global technical support for Trustonic’s SaaS platform by troubleshooting customer issues across production and non-production environments, managing support cases, communicating with stakeholders, documenting solutions, and improving knowledge-base content. The role also supports product testing, release quality, customer-facing documentation, and cross-functional collaboration while developing expertise in cloud, Linux, databases, APIs, scripting, and mobile technologies.

Lead the Technical Operations team responsible for device testing, certification, provisioning, service requests, and customer lifecycle operations. Manage workloads, SLAs, KPIs, escalations, documentation, and knowledge management while coaching engineers. Partner with Technical Support and Process Optimisation teams to improve processes, introduce automation and GenAI solutions, maintain operational standards, and ensure accurate, timely customer support in a SaaS environment.

Performs mobile device testing, certification, customer account configuration, OEM tenant setup, provisioning, lifecycle updates, and low-complexity customer service requests within SLAs. Follows runbooks, maintains documentation, identifies operational issues, and supports automation, scripting, GenAI tools, and process improvements. Uses Zendesk and JIRA while collaborating with Technical Operations, Technical Support, and process optimization teams to resolve requests accurately and efficiently.

Manage strategic APAC customer relationships as a technical advisor, supporting implementation, integrations, incident resolution, adoption, retention, and growth. Lead technical discussions, root-cause analyses, customer reviews, corrective action plans, and cross-functional coordination with Sales, Product, Engineering, Support, and Delivery teams. The role focuses on Trustonic’s device-locking platform, OEM integrations, secure firmware, APIs, and customer systems, with approximately 25–40% global travel.

Analyze large-scale datasets to transform business questions into actionable insights. Build real-time analytics pipelines, automated queries, interactive dashboards, embedded analytics, and AI-enabled reporting. Prepare datasets for machine learning, support feature stores and model monitoring, establish data governance and quality controls, and maintain metadata documentation. Collaborate with Product, Engineering, DevOps, and Data teams to deliver scalable SaaS analytics solutions across global markets.

Own end-to-end product design for B2B SaaS and B2B2C mobile applications. Create user flows, wireframes, prototypes, high-fidelity interfaces, and scalable design systems. Conduct user research and usability validation, champion accessibility, and collaborate with Product Managers, Engineers, Support, Delivery, and Commercial teams. Translate complex requirements into intuitive experiences while balancing customer needs, business goals, and technical feasibility. Help establish design processes and explore AI-assisted workflows as the company’s first in-house designer.

Design, build, debug, and operate secure, scalable AWS backend services and microservices. Develop Python-based Lambda applications, event-driven workflows, APIs, and data integrations using services such as SQS, Step Functions, AppSync, PostgreSQL, and Redis. Contribute to architecture, code reviews, testing, CI/CD, observability, production support, incident response, and performance improvement across distributed systems. Collaborate with Product, QA, DevOps, and engineering teams to deliver reliable platform capabilities.