Technical Account Manager

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

📋 Description

• Act as the main technical liaison for merchants following their go-live phase.

• Actively observe merchant performance, transaction trends, errors, declines, latency, anomalies, and overall technical health.

• Recognize potential risks and raise internal alerts before they escalate into issues affecting merchants.

• Maintain tailored dashboards, alerts, and health views for significant merchants.

• Clarify technical workflows, configurations, integrations, and platform behavior to merchants.

• Collaborate with Product, Engineering, Support, Operations, and Account Management teams.

• Manage both merchant-reported and internally identified issues.

• Elevate incidents to on-call, Engineering, Product, or Operations teams as necessary.

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

• Assist with explanations regarding post-incident impacts, corrective measures, and preventative strategies.

• Identify enhancements to merchant performance, stability, acceptance rates, routing, fraud processes, provider configurations, and processing costs.

• Support merchant growth and long-term account expansion.

• Aid merchants in adopting new payment methods, providers, features, and technical capabilities.

• Create and present regular Merchant Health Reports.

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

• Prioritize and champion merchants' technical requirements within the organization.

⛳️ Requirements

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

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

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

• Capability to analyze logs, dashboards, error trends, transaction behaviors, and operational metrics.

• Exceptional communication skills, able to convey technical concepts in a simplified manner for non-technical stakeholders.

• Strong organizational skills, with a sense of ownership, urgency, and follow-up discipline.

• Proficient in both Spanish and English.

• Experience with LatAm merchants is essential.

• Familiarity with startup environments is advantageous.

🏝️ Benefits

• Vacation time and additional paid time off.

• Option to work remotely from any location.

• Financial assistance for health insurance, internet, and cellphone plans.

• Stock options available.

• Access to a learning and development platform.

• Join a multidisciplinary, diverse, and dynamic team.

• Opportunities for growth and career advancement.

• Utilize top-tier tools and technology for operations.

• Experience a startup culture.

• Work in an equal opportunity and diversity-focused environment.