Technical Account Manager

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

📋 Description

• Actively oversee the technical health of merchants.

• Track merchant performance, transaction behaviors, errors, declines, latency, and anomalies.

• Anticipate potential risks before they escalate into issues affecting merchants.

• Raise internal alerts when technical or operational risks are identified.

• Assist in maintaining account-specific dashboards, alerts, and health insights for key merchants.

• Serve as the primary technical contact after the go-live phase.

• Function as the main technical liaison for merchant inquiries and concerns following go-live.

• Aid merchants in comprehending technical processes, configurations, integrations, and platform behaviors.

• Collaborate internally with Product, Engineering, Support, Operations, and Account Management when merchants require cross-functional assistance.

• Support the management of technical incidents.

• Evaluate merchant-reported and internally identified issues.

• Escalate matters to the relevant on-call, Engineering, Product, or Operations teams.

• Monitor resolution and ensure prompt follow-up both internally and externally.

• Ensure that communication with merchants is clear, factual, and timely.

• Assist in post-incident follow-ups, including explaining impacts, corrective actions, and preventive measures as required.

• Propel technical improvements for merchants.

• Identify opportunities to enhance merchant performance, stability, acceptance rates, routing behaviors, fraud processes, provider configurations, or processing costs.

• Collaborate with Account Management to facilitate merchant expansion and long-term account development.

• Assist merchants in adopting new payment methods, providers, features, or technical capabilities post-launch.

• Create visibility of merchant health.

• Develop and provide straightforward Merchant Health Reports on a regular basis to Account Management and/or merchants.

• Maintain precise technical documentation for merchant-specific configurations, customizations, providers, integrations, and known risks.

• Help prioritize and advocate for the technical needs of merchants internally.

⛳️ Requirements

• Over 3 years of experience in Technical Account Management, Merchant Support, Solutions Engineering, Technical Customer Success, or related roles.

• Strong technical knowledge of online payment ecosystems, including APIs, SDKs, transaction flows, processors, acquirers, fraud tools, chargebacks, refunds, captures, and 3DS.

• Experience in incident management, post-launch technical operations, technical troubleshooting, and client-facing support.

• Ability to analyze logs, dashboards, error patterns, transaction behaviors, and operational metrics.

• Excellent communication abilities, capable of simplifying technical concepts for non-technical stakeholders.

• Strong organizational skills, sense of ownership, urgency, and follow-up rigor.

• Proficiency in both Spanish and English.

• Experience working with LatAm merchants is essential.

• Experience in a startup environment is a plus.

🏝️ Benefits

• Vacation days and additional paid time off 🏝️

• Flexible remote work options from any location 💻

• Financial assistance for health insurance, internet, and mobile phone line 📱🌐

• We all have a stake in DEUNA; we provide stock options 💸

• Access to a learning and development platform 📚

• Work with a multidisciplinary, diverse, and dynamic team 🧡

• Opportunities for growth and career advancement 🚀