Technical Account Manager (TAM)

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 DEUNA’s 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 merchants’ 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.