Technical Account Manager

About DEUNA \uD83E\uDDE1

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 \uD83D\uDE80

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 technical health, support incident management, answer ongoing technical questions, and guide merchants through future technical evolutions.

Your mission is to make sure every merchant is **operationally stable, technically satisfied, and successful on our platform**.

**Responsibilities**:

- **Proactively monitor merchant technical health**:

- Watch for increases in errors, declines, or anomalies.
- Raise flags internally when risks are detected.
- **Be the main technical contact** for merchant questions and doubts after go-live.

**Manage technical incidents**:

- Triage merchant-reported issues.
- Escalate to the appropriate on-call/engineering teams.
- Track resolution and ensure timely communication with the merchant.

**Support technical change requests**:

- Help the IM to lands the new requirements while asking for a new integration demand into the integration pipeline.
- **Collaborate closely with Product and Engineering** to solve technical issues or advise on merchant feedback.
- **Build and deliver simple Merchant Health Reports** periodically to Account Management and/or merchants.
- **Maintain accurate technical documentation** reflecting any merchant-specific customizations or integrations.
- **Help prioritize and advocate for merchants’ technical needs** internally.

**Requirements**:

- **3+ years** in Technical Account Management, Merchant Support, Solutions Engineering, or Technical Customer Success — ideally within Payments, Fintech, SaaS, or Tech companies.
- **Strong technical understanding** of online payment ecosystems (APIs, SDKs, transaction flows, fraud tools, chargeback management, etc.).
- **Experience with incident management**, post-launch technical operations, and technical client success practices.
- Experience in SQL or similar querying languages for creation of reports, data extraction and analysis.
- **Excellent communication skills**: able to simplify technical concepts for non-technical stakeholders.
- **Strong organization and follow-up discipline**.
- **Fluent in Spanish and English**.
- Experience working with LatAm merchants is a **must**.
- Startup environment experience is a **plus**.

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 \uD83C\uDFDD️

Remote work from anywhere \uD83D\uDCBB

Economic support for health insurance, internet and cell phone line\uD83D\uDCF1\uD83C\uDF10

We all own DEUNA, we offer stock options \uD83D\uDCB8

Learning and development platform \uD83D\uDCDA

Multidisciplinary, diverse and dynamic team \uD83E\uDDE1

Growth and career path \uD83D\uDE80

Be part of a dynamic team that's creating the next generation payments platform.

Join us at DEUNA

DEUNA is 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.