Technical Account Manager

• Serve as the primary technical point of contact for merchants after go-live
• Proactively monitor merchant performance, transaction behavior, errors, declines, latency, anomalies, and technical health
• Identify potential risks and raise internal flags before they become merchant-impacting issues
• Maintain account-specific dashboards, alerts, and health views for key merchants
• Explain technical flows, configurations, integrations, and platform behavior to merchants
• Coordinate with Product, Engineering, Support, Operations, and Account Management
• Triage merchant-reported and internally detected issues
• Escalate incidents to on-call, Engineering, Product, or Operations teams
• Track resolution and ensure timely internal and external follow-up
• Support post-incident impact explanations, corrective actions, and prevention measures
• Identify improvements to merchant performance, stability, acceptance rate, routing, fraud flows, provider configuration, and processing cost
• Support merchant expansion and long-term account growth
• Help merchants adopt new payment methods, providers, features, and technical capabilities
• Build and deliver periodic Merchant Health Reports
• Maintain technical documentation for merchant-specific configurations, customizations, providers, integrations, and known risks
• Prioritize and advocate for merchants’ technical needs internally

• 3+ years in Technical Account Management, Merchant Support, Solutions Engineering, Technical Customer Success, or similar roles
• Strong technical understanding of online payment ecosystems, including APIs, SDKs, transaction flows, processors, acquirers, fraud tools, chargebacks, refunds, captures, and 3DS
• Experience with incident management, post-launch technical operations, technical troubleshooting, and client-facing support
• Ability to analyze logs, dashboards, error patterns, transaction behavior, and operational metrics
• Excellent communication skills, with the ability to simplify technical concepts for non-technical stakeholders
• Strong organization, ownership, urgency, and follow-up discipline
• Fluent in Spanish and English
• Experience working with LatAm merchants is a must
• Startup environment experience is a plus

• Vacations and additional PTO
• Remote work from anywhere
• Economic support for health insurance, internet and cell phone line
• Stock options
• Learning and development platform
• Multidisciplinary, diverse and dynamic team
• Growth and career path
• The best tools and technology to operate
• Startup culture
• Equal opportunity and diversity-focused workplace