Senior Technical Account Manager & Support Engineer
Skills
About the Role
You will guide enterprise customers through integration, production launch, and ongoing optimization of payments infrastructure. You will work directly with customer engineering teams to implement and maintain API integrations, debug requests and logs, configure webhooks, and resolve production issues. You will run integration meetings, produce runbooks and documentation, triage support inquiries, and coordinate escalations across engineering, product, and support to keep integrations reliable and scalable.
Requirements
- 5–7 years experience in Technical Account Manager Customer Engineer Solutions Engineer or similar role supporting enterprise customers at payments fintech or financial infrastructure companies
- Direct experience working with payments APIs financial infrastructure or embedded finance integrations involving fund flows settlement or reconciliation systems
- Hands-on experience troubleshooting API integrations including debugging requests tracing logs and diagnosing integration failures
- Strong familiarity with REST APIs webhooks and authentication patterns such as OAuth API keys or HMAC
- Experience managing technical relationships with enterprise customers including running quarterly reviews and coordinating cross-functional resolution
- Proficiency using developer tooling and observability platforms such as Datadog and CRM or support systems such as HubSpot or Zendesk
Responsibilities
- Lead post-sale implementation for enterprise customers and establish integration plans
- Serve as the primary technical contact throughout integration lifecycle including API onboarding and production launch
- Troubleshoot integration blockers and diagnose API or infrastructure issues
- Run regular integration status meetings with customer engineering teams
- Create integration documentation, runbooks, and internal handoff notes
- Own the post-launch technical relationship for a portfolio of enterprise accounts
- Monitor integration health and platform usage to identify optimization opportunities or risks
- Conduct quarterly business reviews with technical and product leadership at customer organizations
- Identify expansion opportunities within accounts and collaborate with Sales
- Serve as escalation point for complex technical issues and coordinate cross-functional resolution
- Investigate and resolve complex integration issues including API errors, webhook failures, and transaction debugging
- Use observability platforms such as Datadog to trace execution paths and analyze logs
- Build and maintain a knowledge base including troubleshooting guides and diagnostic workflows
- Triage and route technical support inquiries and ensure timely customer communication
- Identify recurring support patterns and drive documentation, automation, or product improvements to reduce friction
Benefits
- Remote first global workforce
- Industry leading Medical Dental and Vision health insurance
- Company matching 401k with 3% match
- $1,500 Home Office Set Up Allowance (life-time max)
- $200 Annual Book Allowance Program
- $75 Monthly internet or phone reimbursement
- Flexible Time Off
- One company wide wellness Friday day off per quarter
- Company issued laptop
- Egg freezing mental health and employee wellness benefits