Implementation Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the technical lead for customer integrations from the initial discussion through to the steady-state phase.

• Address technical inquiries during pre-sales and outline integration scopes.

• Oversee integrations during the go-live phase and provide same-day, endpoint-specific responses.

• Serve as the designated technical liaison for premier integrators.

• Manage shared communication channels and handle escalations to banking and compliance partners.

• Quickly monitor and rectify integration bugs.

• Identify root causes of issues, submit actionable engineering tickets, and initiate minor fixes through pull requests.

• Transform integrator challenges into measurable product feedback and contributions to the roadmap.

• Engage in product reviews and offer insights on specifications prior to feature releases.

• Develop implementation playbooks, establish service level agreements (SLAs), create partner escalation protocols, and draft standard operating procedures (SOPs).

• Spearhead the rollout and acceptance of new products and policy modifications.

• Assist in resolving bugs impacting integration clients.

• Focus on decreasing the frequency of issues over time rather than merely expediting ticket responses.

⛳️ Requirements

• Over 4 years of experience in implementation, solutions engineering, or technical account management at an API-focused organization.

• Strong preference for experience in payments, banking, or stablecoin infrastructure.

• Practical knowledge of REST APIs and webhooks.

• Capability to test an endpoint, analyze payloads, and debug integrations using logs.

• Proficiency in reading code to trace bugs back to specific files and pull requests.

• Competence in writing SQL queries to extract insights from customer data.

• Proven experience in developing processes such as playbooks, SLA models, or runbook sets, and facilitating team adoption.

• Professional proficiency in both Spanish and English, written and spoken.

• Ability to write clearly under pressure.

• Proficiency in Portuguese is an advantage.

• Familiarity with KYC/KYB vendors like Sumsub is a plus.

• Knowledge of SEPA/SWIFT return codes, correspondent-bank rejections, or local payment systems in Latin America is a plus.

• Experience in delivering minor fixes or documentation pull requests within a production codebase is a plus.

🏝️ Benefits

• Option for remote work within the Americas time zones.