Technical Account Manager - Payments

About the role

Ebanx is hiring a Technical Account Manager to join its Corporate Initiatives Team and support top-tier merchant accounts. You will collaborate across technology, fraud prevention, commercial, product, engineering, and merchant experience teams to optimize payment solution performance. This position sits within a fintech that connects global businesses to over 1 billion consumers across more than 20 countries.

Key facts

What you'll do

• Track payment system performance, spot improvement opportunities, and deploy optimization measures
• Use SQL, Tableau, and Kibana to monitor platform metrics such as average latency and SLA compliance
• Conduct system-level investigations into issues like latency spikes or elevated chargeback rates using APIs, SQL, and log monitoring tools
• Own incident management including merchant communication, escalation handling, incident report writing, impacted transaction list generation, and resolution
• Assist merchants with critical issues and coordinate internally for fast resolution
• Monitor daily KPIs including volume, approval rate, and chargeback rate, applying improvements where needed
• Diagnose and fix technical problems affecting payment service operations
• Lead projects for new payment solution implementations, keeping them on schedule and within scope
• Maintain regular contact with merchant points of contact on operational and technical topics
• Communicate product or service updates to merchants
• Gather merchant feedback and collaborate with product development teams
• Work with internal groups such as product, technical support, and sales to deliver unified merchant service
• Apply AI tools and modern technology to drive results

Requirements

• Strong data-driven thinking and problem-solving ability
• Ability to manage multiple concurrent issues across different teams
• Solid technical understanding of payment system integration and operations
• Background in a fast-paced, data-focused environment
• Clear verbal and written communication skills
• Organized and proactive working style
• Experience leading presentations and meetings
• Comfortable using AI tools at speed
• Fluent in English

Nice to have

• Background in payments, e-commerce, or related industries
• SQL and business intelligence tool proficiency
• Strong storytelling and presentation abilities
• Ability to think strategically and see the broader picture

Skills & tools

• SQL
• Tableau
• Kibana
• APIs
• Log monitoring tools
• AI productivity tools

Practical notes

• Annual performance bonus tied to company results
• Monthly meal allowance
• Financial support for undergraduate, graduate, and MBA programs
• Dedicated budget for courses, certifications, and workshops
• Language classes available
• Medical and dental coverage with dependent support and wellness programs
• Semi-flexible working hours
• Extra day off on your birthday
• Year-end break
• Access to physical and mental well-being resources

About the company

Ebanx is a fintech company that specializes in cross-border payment solutions for global merchants entering Latin American markets. The company was founded in Brazil in 2012 to address the complexity of local payment methods. It provides a single integration that connects international businesses with domestic payment options such as bank transfers, cash vouchers, and local credit cards. This infrastructure allows merchants to process transactions in local currencies while settling funds internationally. The payments landscape has shifted significantly since the mid-2010s. Many countries have implemented instant payment systems to meet customer demand for faster transactions. These systems enable almost immediate transfer of money between bank accounts. This change replaced previous transfer times of one to three business days. The Euro Retail Payments Board defined instant payments in 2018 as electronic retail solutions available 24/7/365. They result in immediate or close-to-immediate interbank clearing and crediting of the payee's account with confirmation to the payer within seconds of payment initiation. Ebanx operates across multiple Latin American countries including Brazil, Mexico, Colombia, Argentina, Chile, and Peru. The platform supports hundreds of local payment methods. It serves clients in sectors such as e-commerce, streaming, gaming, and travel. The company focuses on regulatory compliance and local market expertise to reduce friction for international businesses. Its technology handles payment processing, fraud prevention, and settlement reconciliation.