Senior Technical Account Manager – Strategic Alliances

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

📋 Description

• Take charge of operational technical account management across Affirm's strategic alliance portfolio, which includes alerting, monitoring, troubleshooting, and addressing technical inquiries.

• Meet service level agreements (SLAs) and proactively identify technical risks before they affect customers.

• Perform investigations and root-cause analyses by examining logs, queries, and integration data; manage resolution end to end.

• Lead technical initiatives and collaborate with internal and merchant stakeholders on expansions, promotions, product adoption, and integration optimizations.

• Design and implement custom integration solutions based on Affirm's standard integrations.

• Serve as the technical lead for internal projects, defining milestones and executing roadmaps.

• Develop and maintain playbooks, runbooks, alerting systems, and UAT certification plans; minimize KTLO work.

• Collaborate with Product and Engineering leads to prioritize projects and shape the roadmap as the merchant representative.

• Mentor junior TAMs and participate in interviewing and team development.

• Progress into the management of a dedicated strategic alliance account book within the first 6–12 months.

⛳️ Requirements

• Minimum of six years in a technical, client-facing role such as Technical Account Management, Solutions/Partner Engineering, or Solutions Architecture.

• Preferably experience in FinTech, payments, or SaaS environments.

• Proven track record in managing the operational health of technical accounts and meeting SLAs.

• Capability to execute alerting, monitoring, troubleshooting, and technical inquiries across accounts.

• Ability to independently define the scope and deliver complex, open-ended technical projects.

• Strong project management skills and commitment to follow-through.

• Comprehensive understanding of RESTful APIs, webhooks, and HTTP protocols.

• Practical experience with tools like Postman for debugging and validating integrations.

• Familiarity with API integrations and designing custom solutions.

• Proficient in reading and comprehending production-level HTML, JavaScript, SQL, and ideally a server-side language such as Python.

• Capable of writing original queries to diagnose merchant or system issues.

• Skilled in utilizing browser developer consoles, log analysis, observability platforms such as Snowflake and Chronosphere, and ticketing systems like Jira and Notion for issue diagnosis.

• Exceptional verbal and written communication skills.

• Ability to customize explanations for both non-technical leaders and technical teams.

• Proficient in establishing relationships with technical decision-makers and obtaining written consensus on integration milestones.

• Demonstrated ability to mentor colleagues, establish best practices, and lead technical initiatives.

• Familiarity with the payments ecosystem, web/mobile application architecture, e-commerce platforms, payment gateways, or point-of-sale systems is advantageous.

🏝️ Benefits

• Monthly stipends for health, wellness, and technology expenses.

• Comprehensive medical coverage, including dental and vision, fully subsidized for employees and their dependents.

• Flexible time-off policy.

• Generous holiday schedule.

• Employee stock purchase plan (ESPP) allowing purchase of Affirm stock at a discounted rate.

• Remote-first work flexibility.

• In-person onboarding experience.

• Inclusive interview process with accommodations for candidates with disabilities.