Technical Account Manager

Technical Account Manager

We're PayRetailers, and we offer cutting-edge payment solutions that empower businesses to succeed in Latin America & Africa. Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued. We've got big plans to expand into new markets and make a meaningful impact on the world of payments. To help us get there, our Commercial team is on the lookout for a new Technical Account Manager, to help us deliver world-class onboarding and support for our merchants.

About the Role

This role is pivotal in ensuring that merchants integrate efficiently with our APIs, benefit from the best possible UX/UI, and achieve optimal conversion rates. You'll be the bridge between our clients, commercial teams, and tech experts—turning technical challenges into smooth, scalable solutions.

Your Responsibilities

• Merchant Onboarding: Guide merchants through the technical integration process, identifying their needs and growth opportunities.
• Integration Expertise: Understand and support the different integration methods available within the PayRetailers ecosystem (APIs, SDKs, hosted solutions, etc.).
• Incident Management: Diagnose, troubleshoot, and resolve technical incidents quickly, following a structured and proactive process.
• Conversion Optimization: Partner with merchants to improve UX/UI flows and maximize payment acceptance and conversion rates.
• Proactive Support: Analyze data and monitor key metrics to anticipate issues and recommend improvements.
• Cross-Functional Collaboration: Lead interdepartmental calls with merchants, gateways, and internal teams (Sales, Account Management, Product, IT).
• Feedback Loop: Collect and communicate technical requirements, feature requests, and pain points from merchants to product and engineering.
• Reporting: Generate clear monthly reports summarizing performance, incidents, and improvements.

About You

• Bachelor's degree in Computer Science, Systems Engineering, Business Administration, or related fields.
• 2+ years of experience in technical support, technical account management, or solutions engineering, preferably in payments, fintech, or SaaS.
• Working knowledge of data analysis and operational performance metrics.
• Hands-on experience or strong knowledge in:
• RESTful APIs & Design Patterns
• HTTP status codes & best practices
• JIRA & Freshdesk (or equivalent ticketing/issue tracking tools)
• API testing/management tools (Postman, Insomnia, etc.)
• Basic knowledge of webhooks, SDKs, and authentication flows (OAuth, API Keys)
• Strong customer relationship and interpersonal skills, able to translate technical concepts into clear business impact.
• Fluent in English (Spanish and/or Portuguese is a plus).

What We Offer

• Hybrid working model: 2 days from home.
• 26 vacation days a year
• Language classes & professional courses
• Free catering & snacks in the office
• Private health insurance
• Afternoon off on your birthday

If you're passionate about tech, innovation, and want to thrive in an environment that values collaboration and diversity, this role might be the perfect fit for you! Apply today and help us shape the future of the PayTech industry!

Our commitment to diversity, equity & inclusion

At PayRetailers, diversity, equity, and inclusion aren't just values – they're fundamental to who we are. We're dedicated to fostering an environment where every individual feels valued, respected, and empowered to bring their authentic selves to work. We welcome applicants from all backgrounds and identities, recognizing that diversity drives innovation and strengthens our team. So, if you're passionate about making a difference and excited about the role, we encourage you to apply. Join us in building a global company where everyone can thrive and feel proud to belong.

Please feel free to include your pronouns in your application (e.g. she/her, he/him, they/them, etc.).