Senior Technical Account Manager – Strategic Alliances

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take charge of operational technical account management for Affirm’s strategic alliance portfolio, encompassing alerting, monitoring, troubleshooting, and handling technical inquiries.

• Meet SLAs and proactively identify technical risks.

• Analyze issues and conduct root-cause investigations through logs, queries, and integration data.

• Manage issue resolution from start to finish and escalate to cross-functional teams or executives when necessary.

• Lead technical initiatives with internal and merchant stakeholders related to launches, expansions, promotions, product adoption, and integration optimization.

• Create and implement high-scope custom integration solutions based on Affirm’s standard integrations.

• Serve as the technical lead for internal projects and carry out project roadmaps.

• Develop and maintain playbooks, runbooks, alerting, and UAT certification plans.

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

• Mentor junior TAMs and assist in the interviewing and development of the team.

• Gradually take full ownership of a dedicated strategic alliance account portfolio 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.

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

• Demonstrated ability to handle alerting, monitoring, troubleshooting, and technical inquiries across multiple accounts.

• Capability to independently scope and deliver complex, open-ended technical tasks.

• Strong project management skills and ability to follow through effectively.

• In-depth knowledge of RESTful APIs, webhooks, and HTTP protocols.

• Practical experience with Postman for debugging and validating integrations.

• Background in API integrations and designing custom solutions.

• Proficiency in reading and understanding production-level HTML, JavaScript, and SQL; knowledge of Python or another server-side language is a plus.

• Ability to create novel queries for diagnosing merchant or system issues.

• Familiarity with browser developer consoles, log analysis, observability platforms like Snowflake and Chronosphere, along with ticketing systems such as Jira and Notion.

• Exceptional verbal and written communication skills.

• Skill in tailoring explanations for both technical and non-technical audiences.

• Ability to build relationships with technical decision-makers and secure written agreement on integration milestones.

• Proven track record of mentoring teammates, establishing best practices, and leading technical initiatives.

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

🏝️ Benefits

• Equity rewards may be part of the total compensation package.

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

• Full medical coverage for employees and their dependents at no cost.

• Dental and vision coverage for employees and their dependents.

• Flexible time off policies.

• Generous holiday schedules.

• Employee stock purchase plan (ESPP) featuring discounted Affirm stock.

• Remote-first work flexibility.

• Comprehensive in-person onboarding experience.

• Inclusive interview process with accommodations for candidates with disabilities.