About DEUNA: DEUNA is a fast-growing startup focused on transforming global commerce through ATHIA, an AI-driven orchestration and payments platform designed to help large enterprises increase approval rates, cut costs, and generate new revenue. ATHIA was built by the team behind DEUNA, described as the fastest-growing Commerce OS in Latin America, and it integrates payment intelligence, checkout optimization, and data orchestration into a single solution. The platform supports deep integrations with 300+ PSPs and alternative payment methods, with over 20% of Mexico's digital economy flowing through it. DEUNA simplifies global payments via one integration and centralized reconciliation. The company is expanding into the U.S. to serve large retailers, marketplaces, airlines, and QSRs. Visit https://www.deuna.com/ for more information. About the Role: The Technical Account Manager (TAM) serves as the primary technical point of contact for merchants after their initial go-live. Responsibilities include monitoring merchant technical health, supporting incident management, addressing ongoing technical questions, and guiding merchants through future technical changes. For DEUNA's premium and key accounts, the TAM ensures merchants feel technically protected, proactively monitored, and confident using the platform. The goal is to keep every merchant operationally stable, technically satisfied, and continuously improving on DEUNA. Responsibilities include: Proactively monitoring merchant technical health by tracking performance, transaction behavior, errors, declines, latency, and anomalies; identifying potential risks before they impact merchants; raising internal flags when technical or operational risks arise; and maintaining account-specific dashboards, alerts, and health views for key merchants. Serving as the main technical contact after go-live by answering merchant questions, helping them understand technical flows, configurations, integrations, and platform behavior, and coordinating internally with Product, Engineering, Support, Operations, and Account Management when cross-functional support is needed. Supporting technical incident management by triaging merchant-reported and internally detected issues, escalating to the appropriate on-call, Engineering, Product, or Operations teams, tracking resolution, ensuring timely internal and external follow-up, maintaining clear and factual communication with merchants, and supporting post-incident follow-up including impact explanation, corrective actions, and prevention measures. Driving merchant technical improvements by identifying opportunities to enhance merchant performance, stability, acceptance rate, routing behavior, fraud flows, provider configuration, or processing cost; partnering with Account Management to support merchant expansion and long-term account growth; and helping merchants adopt new payment methods, providers, features, or technical capabilities after launch. Building merchant health visibility by creating and delivering simple Merchant Health Reports periodically to Account Management and/or merchants, maintaining accurate technical documentation for merchant-specific configurations, customizations, providers, integrations, and known risks, and helping 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, and operational metrics. Excellent communication skills with the ability to simplify technical concepts for non-technical stakeholders. Strong organization, ownership, urgency, and follow-up discipline. Fluent in Spanish and English. Experience working with LatAm merchants is a must. Startup environment experience is a plus. What Success Looks Like: A successful TAM helps premium merchants feel that DEUNA is actively watching over their payment operation rather than simply reacting when problems occur. The TAM should ensure that merchant issues are detected and escalated quickly; critical incidents are followed through with urgency and ownership; merchants receive clear and timely technical communication; Account Management has strong technical support to retain and expand key accounts; and merchants continuously improve their technical performance and payment outcomes on DEUNA. What you will find joining 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; and the company being in full expansion. Benefits: Vacations and additional PTO; remote work from anywhere; economic support for health insurance, internet, and cell phone line; stock options (all employees own DEUNA); learning and development platform; multidisciplinary, diverse, and dynamic team; growth and career path. Join a dynamic team creating the next generation payments platform. DEUNA is an equal opportunity employer that values and celebrates diversity and inclusion. 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. Please mention the word **EXPERTLY** and tag RNDMuMTYzLjcuNzQ= when applying to show you read the job post completely (#RNDMuMTYzLjcuNzQ=). This is a beta feature to avoid spam applicants.

Technical Account Manager

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