The Ayla Platform™ is the industry’s only complete end-to-end solution for transforming everyday products into cloud-connected devices quickly, easily and economically. Ayla combines its innovative and highly efficient technology with best-in-class hardware, applications, cloud-based services and digital information services to allow manufacturers to reinvent their products for the smartphone era.

Technical Account Manager

We are looking for a Technical Account Manager with 8+ years of experience with a passion for helping customers overcome challenges. You have an interest in the Internet of Things (IOT) and a broad technical knowledge that will help you advise customers across device, cloud and mobile platforms. You’re a natural problem solver that leverages your talent and in-house expertise to find creative solutions to customer issues. You are curious, a fast-self-learner and able to catch up on particular technology areas that you might not have been exposed to previously.

Responsibilities

• Communicate with management on market needs and trends.
• Work with partners to identify large customer opportunities and align our solutions to win business.
• Help customers to create outstanding Ayla enabled connected products.
• Fielding customer requests and leverage internal tools to drive ticket resolution in accordance to SLA
• Work with tech leads and engineering teams to solve particularly complex challenges
• Effectively communicate product requirements and feedbacks from the field back into engineering and product team to help drive company/marketplace technical requirements
• Be available for on-call and handle escalations
• Master Ayla’s IOT platform to provide exception support

Desired Skills and Experience
• 3+ years of experience in Software as a service, cloud, or embedded device technical support.
• Work as a FAE for 3+ years of experiences
• Worked with engineering teams and have managed cross-functional projects
• Solid foundation in software with strong systems knowledge.
• Familiar with AWS, Linux, REST API and scripted languages a plus
• Experience with networking protocols
• Good communication skills and desire to help customers
• Team-player that is always willing to go above-and-beyond to help colleagues
• Education: BS/MS in Computer Science (or work equivalent)
• Experience with enterprise (vs consumer) support
• Fluent in both Mandarin & English. (Japanese is a plus.)