Technical Account Management Specialist

Technical Account Management Specialist

EBANX is the leading payment platform connecting global companies with customers from the fastest-growing digital markets in the world. Since the beginning of our journey, we have had one mission: to provide global access for everyone. We believe that transforming challenges into opportunities and making the impossible part of the journey is crucial! That's precisely why we created a payment technology that builds bridges between people and businesses every day in 29 rising markets across the globe. We call ourselves ebankers, we are global thinkers, we value diversity, we foster creativity and we work hard to connect businesses and people worldwide through payments. Let's make history together?

We are seeking a Technical Account Manager to be part of a high growth technology and payments company with a solid track record of delivering high value to our customers. By joining us you will have the opportunity to be a part of our growing Corporate Initiatives Team. The ebanker will work with the Payments Operations Teams focused on Strategic Merchants, you will find many opportunities to engage with different business areas (technology teams, fraud prevention, commercial, product, engineering and merchant experience) and improve the overall performance of payment solutions offered by EBANX.

As an EBANX Technical Account Manager, your responsibilities will include:

• Monitoring the performance of payment systems, identifying areas for improvement, and implementing optimization solutions;
• Using tools like SQL, Tableau, and Kibana to monitor platform metrics (e.g., average latency, SLA compliance);
• Conducting system-level investigations, such as investigating the increase in latency or higher chargeback rates, which will require knowledge of APIs, SQL, and log monitoring tools like Kibana;
• Managing incident management, which includes handling merchant communication/escalation during/after the incident, writing/reviewing incident reports, generating impacted transaction lists, and resolving transaction issues;
• Assisting customers in implementing and integrating the company's payment systems using knowledge of resources and solutions suitable for their business;
• Supporting merchants around key issues and working internally to solve them quickly;
• Having a deep understanding of the payment products and services offered by the company and applying merchant performance improvements. Monitoring the main KPIs (e.g., volume, approval rate, chargeback rate) on a daily basis;
• Identifying and resolving technical problems or obstacles in the operation of payment services;
• Managing projects related to the implementation of payment solutions, ensuring they are completed on time and within scope;
• Having knowledge of merchants' needs and pain points;
• Regularly communicating with merchant POC for Operational and Technical themes;
• Keeping merchants informed about product or service updates;
• Collaborating on product development based on merchant feedback;
• Collaborating with internal teams such as product development, technical support, and sales to ensure a cohesive and integrated approach to merchant service.

Main requirements for this position:

• An outstanding data-driven mindset and problem-solving skills;
• Accountability for dealing with different simultaneous problems leading to different areas;
• Solid technical knowledge about the integration and operation of payment systems;
• Experience in a fast-paced, data-driven environment;
• Good communication skills, both verbal and written;
• Organization and a proactive mind;
• Experience in presenting and conducting meetings;
• Excellent Microsoft PowerPoint and Excel skills;
• Proficiency in English.

What else would we like to see?

• Experience in the Payments Market, E-commerce, or similar industries;
• SQL & BI knowledge;
• Storytelling and presentation skills;
• A desire to see the big picture.

EBANX offers:

• Spanish, English, and Portuguese classes;
• Meal Allowance;
• Transportation voucher (if needed);
• WAVES - Program of goals and results (variable compensation);
• EBANX Play - Wellness (Gympass, e-Sports, SESC );
• EBANX Education: financial support for undergraduate, graduate, and MBA programs so you can develop important skills for your career;
• EBANX Skills: budget for workshops and courses;
• EBANX Flexible: Birthday Day Off;
• Semi-flexible hours (8 hours a day - Monday to Friday);
• EBANX Family: Daycare assistance, extended leave for caregivers and support program for children and pregnant women;
• EBANX Health: Health and Dental Insurance, with subsidy for dependents and medicine subsidy for ebankers;
• Life Insurance: Life Insurance 100% paid by EBANX;
• Blue Club: Exclusive discount for ebankers in bakeries, restaurants, courses, electronics stores, and more!