Technical Account Manager

Deuna; Veracruz; Remote; MXN 420,000 - 780,000; Full time

Benefits offered by this job

Vacations & PTO

Remote work from anywhere

Health insurance support

Stock options

Learning & development platform

Career growth opportunities

Job summary

DEUNA is seeking a Technical Account Manager to be the primary technical contact for premium merchants after go-live. You will monitor merchant health, handle incident management, and guide merchants through platform evolutions to ensure operational stability and satisfaction.

You will collaborate with Product, Engineering, Support, Operations, and Account Management to support cross-functional needs and merchant growth across LATAM.

Qualifications

• 3+ years in TAM, Merchant Support, Solutions Engineering, or similar roles.
• Strong 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 ability to simplify technical concepts for non-technical stakeholders.

Responsibilities

• Proactively monitor merchant technical health and raise flags on risks.
• Be the main technical contact after go-live for merchant questions and configurations.
• Support incident management, triage issues, escalate to on-call teams, and track resolutions.
• Recommend improvements to performance, stability, routing, fraud flows, and costs.
• Build merchant health visibility with reports and maintain merchant-specific configurations.

Skills

3+ years TAM roles

Payment ecosystems knowledge

Incident management

Log analysis

Client communication

Spanish & English fluency

LatAm merchant experience

Job description

About DEUNA

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!

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.

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What 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
• Remote work from anywhere
• Economic support for health insurance, internet and cell phone line
• We all own DEUNA, we offer stock options
• Learning and development platform
• Multidisciplinary, diverse and dynamic team
• Growth and career path
• Be part of a dynamic team that’s creating the next generation payments platform.
• DEUNAis 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.