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DEUNA - Technical Account Manager
예상 기간
장기 정규직(상시)
난이도
보통
기술 스택
Payments/PSP
Go
Monitoring/Dashboards
Incident Management
AI 분석 요약 기회점수 45/100
DEUNA의 AI 기반 결제 오케스트레이션 플랫폼(ATHIA)을 사용하는 가맹점(merchant)을 대상으로 한 Technical Account Manager(TAM) 직무입니다. 고객 온보딩(go-live) 이후 가맹점의 기술적 상태 모니터링, 장애 대응·에스컬레이션, 결제 성능/승인율 개선 지원, 가맹점 헬스 리포트 작성을 담당합니다. 결제/핀테크 도메인 지식과 고객 대응 역량을 갖춘 기술 지원 전문가에게 적합하며, 순수 개발 포지션이 아닙니다.
핵심 요구사항
- 가맹점 결제 성능·에러·지연·이상징후 모니터링 및 선제적 리스크 식별
- go-live 이후 기술 주 담당자로서 통합·설정·플랫폼 동작 문의 대응
- 기술 장애 트리아지 및 On-call/엔지니어링/운영팀 에스컬레이션
- 승인율·라우팅·사기방지·PSP 설정 등 가맹점 성능 개선 기회 발굴
- Account Management과 협업한 가맹점 확장 및 신규 결제수단 도입 지원
- 가맹점별 설정·통합 기술 문서화 및 주기적 헬스 리포트 작성
산출물
- 가맹점 헬스 리포트(주기적)
- 가맹점별 대시보드·알림·헬스 뷰
- 가맹점 기술 설정/통합 문서
- 장애 사후 분석 및 개선 조치 보고
매력 포인트
- 급성장 중인 라틴아메리카 선두 핀테크 스타트업
- 풀 리모트(international)
- 300+ PSP 연동 등 대규모 결제 플랫폼 경험 가능
주의사항
- 예산·보수 정보 미기재
- 개발 외주가 아닌 정규직 고객지원(TAM) 포지션이라 프리랜서 개발자에게는 성격이 다름
프로젝트 유형장기계약
적합 개발자결제/핀테크 도메인 경험 있는 기술 고객지원(TAM) 또는 솔루션 엔지니어, 영어 커뮤니케이션 가능자
클라이언트 정보
회사DEUNA
위치Ciudad de México, Mexico
프로젝트 원문 설명
About DEUNA ð§¡
DEUNA is a rapidly growing startup revolutionizing global commerce with ATHIA, our AI-powered orchestration and payments platform that helps large enterprises boost approval rates, reduce costs, and unlock new revenue. Built by the team behind DEUNAâthe fastest-growing Commerce OS in Latin AmericaâATHIA combines payment intelligence, checkout optimization, and data orchestration in one powerful solution.
With deep integrations across 300+ PSPs and alternative payment methods, and over 20% of Mexicoâs digital economy running through our platform, we simplify global payments through a single integration and centralized reconciliation.
We are a rapidly growing startup expanding into the U.S. to meet the urgent needs of large retailers, marketplaces, airlines, and QSRs. Join us to shape the future of payments! ð
Visit https://www.deuna.com/ to learn more about us!
About the Role
As a Technical Account Manager (TAM), you will be the primary technical point of contact for our merchants after their initial go-live.
You will help monitor merchant technical health, support incident management, answer ongoing technical questions, and guide merchants through future technical evolutions.
For DEUNAâs premium and key accounts, the TAM plays a critical role in making sure merchants feel technically protected, proactively monitored, and confident operating on our platform.
Your mission is to help ensure every merchant is operationally stable, technically satisfied, and continuously improving on DEUNA.
Responsibilities
Proactively monitor merchant technical health
-
Monitor merchant performance, transaction behavior, errors, declines, latency, and anomalies.
-
Identify potential risks before they become merchant-impacting issues.
-
Raise internal flags when technical or operational risks are detected.
-
Help maintain account-specific dashboards, alerts, and health views for key merchants.
Be the main technical contact after go-live
-
Act as the primary technical point of contact for merchant questions and doubts after go-live.
-
Help merchants understand technical flows, configurations, integrations, and platform behavior.
-
Coordinate internally with Product, Engineering, Support, Operations, and Account Management when merchant needs require cross-functional support.
Support technical incident management
-
Triage merchant-reported and internally detected issues.
-
Escalate issues to the appropriate on-call, Engineering, Product, or Operations teams.
-
Track resolution and ensure timely internal and external follow-up.
-
Help ensure communication with merchants is clear, factual, and timely.
-
Support post-incident follow-up, including impact explanation, corrective actions, and prevention measures when required.
Drive merchant technical improvements
-
Identify opportunities to improve merchant performance, stability, acceptance rate, routing behavior, fraud flows, provider configuration, or processing cost.
-
Partner with Account Management to support merchant expansion and long-term account growth.
-
Help merchants adopt new payment methods, providers, features, or technical capabilities after launch.
Build merchant health visibility
-
Build and deliver simple Merchant Health Reports periodically to Account Management and/or merchants.
-
Maintain accurate technical documentation for merchant-specific configurations, customizations, providers, integrations, and known risks.
-
Help prioritize and advocate for merchantsâ technical needs internally.
Requirements
-
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.
What Success Looks Like
A successful TAM helps premium merchants feel that DEUNA is actively watching over their payment operation, not simply reacting when something breaks.
The TAM should help ensure that:
-
Merchant issues are detected and escalated quickly.
-
Critical incidents are followed through with urgency and ownership.
-
Merchants receive clear and timely technical communication.
-
Account Management has strong technical support to retain and expand key accounts.
-
Merchants continuously improve their technical performance and payment outcomes on DEUNA.
\n
\nWhat will you find when you join DEUNA?
- A multicultural team distributed throughout LATAM
- Dynamism, agility and constant innovation
- Being part of a high-impact solution for an entire region
- The best tools and technology to operate
- Being part of the startup culture.
- We are in full expansion!
Benefits:
Vacations and additional PTO ðï¸
Remote work from anywhere ð»
Economic support for health insurance, internet and cell phone lineð±ð
We all own DEUNA, we offer stock options ð¸
Learning and development platform ð
Multidisciplinary, diverse and dynamic team ð§¡
Growth and career path ð
Be part of a dynamic team that's creating the next generation payments platform.
DEUNA is proud to be an equal opportunity employer. We value and celebrate diversity and inclusion in our workplace. All employment decisions at DEUNA are made without discrimination based on nationality, race, ethnicity, religion, gender, sexual orientation, gender identity or expression, marital status, color, disability, or any other characteristic protected by law.
Please mention the word **EXPERTLY** and tag RMTUuMTY1LjI0MC4xNDk= when applying to show you read the job post completely (#RMTUuMTY1LjI0MC4xNDk=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
DEUNA is a rapidly growing startup revolutionizing global commerce with ATHIA, our AI-powered orchestration and payments platform that helps large enterprises boost approval rates, reduce costs, and unlock new revenue. Built by the team behind DEUNAâthe fastest-growing Commerce OS in Latin AmericaâATHIA combines payment intelligence, checkout optimization, and data orchestration in one powerful solution.
With deep integrations across 300+ PSPs and alternative payment methods, and over 20% of Mexicoâs digital economy running through our platform, we simplify global payments through a single integration and centralized reconciliation.
We are a rapidly growing startup expanding into the U.S. to meet the urgent needs of large retailers, marketplaces, airlines, and QSRs. Join us to shape the future of payments! ð
Visit https://www.deuna.com/ to learn more about us!
About the Role
As a Technical Account Manager (TAM), you will be the primary technical point of contact for our merchants after their initial go-live.
You will help monitor merchant technical health, support incident management, answer ongoing technical questions, and guide merchants through future technical evolutions.
For DEUNAâs premium and key accounts, the TAM plays a critical role in making sure merchants feel technically protected, proactively monitored, and confident operating on our platform.
Your mission is to help ensure every merchant is operationally stable, technically satisfied, and continuously improving on DEUNA.
Responsibilities
Proactively monitor merchant technical health
-
Monitor merchant performance, transaction behavior, errors, declines, latency, and anomalies.
-
Identify potential risks before they become merchant-impacting issues.
-
Raise internal flags when technical or operational risks are detected.
-
Help maintain account-specific dashboards, alerts, and health views for key merchants.
Be the main technical contact after go-live
-
Act as the primary technical point of contact for merchant questions and doubts after go-live.
-
Help merchants understand technical flows, configurations, integrations, and platform behavior.
-
Coordinate internally with Product, Engineering, Support, Operations, and Account Management when merchant needs require cross-functional support.
Support technical incident management
-
Triage merchant-reported and internally detected issues.
-
Escalate issues to the appropriate on-call, Engineering, Product, or Operations teams.
-
Track resolution and ensure timely internal and external follow-up.
-
Help ensure communication with merchants is clear, factual, and timely.
-
Support post-incident follow-up, including impact explanation, corrective actions, and prevention measures when required.
Drive merchant technical improvements
-
Identify opportunities to improve merchant performance, stability, acceptance rate, routing behavior, fraud flows, provider configuration, or processing cost.
-
Partner with Account Management to support merchant expansion and long-term account growth.
-
Help merchants adopt new payment methods, providers, features, or technical capabilities after launch.
Build merchant health visibility
-
Build and deliver simple Merchant Health Reports periodically to Account Management and/or merchants.
-
Maintain accurate technical documentation for merchant-specific configurations, customizations, providers, integrations, and known risks.
-
Help prioritize and advocate for merchantsâ technical needs internally.
Requirements
-
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.
What Success Looks Like
A successful TAM helps premium merchants feel that DEUNA is actively watching over their payment operation, not simply reacting when something breaks.
The TAM should help ensure that:
-
Merchant issues are detected and escalated quickly.
-
Critical incidents are followed through with urgency and ownership.
-
Merchants receive clear and timely technical communication.
-
Account Management has strong technical support to retain and expand key accounts.
-
Merchants continuously improve their technical performance and payment outcomes on DEUNA.
\n
\nWhat will you find when you join DEUNA?
- A multicultural team distributed throughout LATAM
- Dynamism, agility and constant innovation
- Being part of a high-impact solution for an entire region
- The best tools and technology to operate
- Being part of the startup culture.
- We are in full expansion!
Benefits:
Vacations and additional PTO ðï¸
Remote work from anywhere ð»
Economic support for health insurance, internet and cell phone lineð±ð
We all own DEUNA, we offer stock options ð¸
Learning and development platform ð
Multidisciplinary, diverse and dynamic team ð§¡
Growth and career path ð
Be part of a dynamic team that's creating the next generation payments platform.
DEUNA is proud to be an equal opportunity employer. We value and celebrate diversity and inclusion in our workplace. All employment decisions at DEUNA are made without discrimination based on nationality, race, ethnicity, religion, gender, sexual orientation, gender identity or expression, marital status, color, disability, or any other characteristic protected by law.
Please mention the word **EXPERTLY** and tag RMTUuMTY1LjI0MC4xNDk= when applying to show you read the job post completely (#RMTUuMTY1LjI0MC4xNDk=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
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