Technical Account Manager

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 DEUNA—the fastest-growing Commerce OS in Latin America—ATHIA 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 Mexico’s 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 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, an...