Implementation Manager

• Serve as the technical owner of customer integrations from the first call through steady state
• Field technical questions during pre-sales and scope integrations
• Run integrations through go-live and provide same-day, endpoint-level answers
• Act as the named technical contact for top-tier integrators
• Run shared channels and own escalations to banking and compliance partners
• Monitor and resolve integration bugs quickly
• Root-cause issues, file actionable engineering tickets, and open small fixes via pull requests
• Turn integrator pain into quantified product feedback and roadmap input
• Participate in product reviews and provide input on specifications before features ship
• Build implementation playbooks, issue SLAs, partner escalation runbooks, and SOPs
• Drive rollout and adoption of new products and policy changes
• Help resolve bugs affecting integration customers
• Reduce the volume of issues over time rather than only answering tickets faster

• 4+ years in an implementation, solutions engineering, or technical account management role at an API-first company
• Payments, banking, or stablecoin infrastructure strongly preferred
• Hands-on experience with REST APIs and webhooks
• Ability to test an endpoint, read a payload, and debug an integration from logs
• Ability to read code well enough to trace a bug to a file and a PR
• Ability to write SQL to answer questions about customer data
• Evidence of building processes such as a playbook, SLA model, or runbook set and getting a team to adopt it
• Professional fluency in Spanish and English, written and spoken
• Clear writing under pressure
• Portuguese is a plus
• Experience with KYC/KYB vendors such as Sumsub is a plus
• Familiarity with SEPA/SWIFT return codes, correspondent-bank rejections, or local rails in Latin America is a plus
• Experience shipping small fixes or documentation PRs in a production codebase is a plus

• Remote work in Americas time zones