{"id":2187848,"url":"https://alion.io/job/deuna-technical-account-manager","title":"Technical Account Manager","company":{"id":5521,"name":"DEUNA","domain":"deuna.com","url":"https://alion.io/company/deuna","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":88,"open_postings":11,"ghost_share":0,"stale_share":0.273,"repost_share":0,"time_to_fill_p50_days":98,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":135000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":709},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-10-09T15:29:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-13T15:02:53Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About the Role\nAs a Technical Account Manager (TAM), you will be the primary technical point of contact for our merchants after their initial go-live.\nYou will help monitor merchant technical health, support incident management, answer ongoing technical questions, and guide merchants through future technical evolutions.\nFor DEUNA’s premium and key accounts, the TAM plays a critical role in making sure merchants feel technically protected, proactively monitored, and confident operating on our platform.\nYour mission is to help ensure every merchant is operationally stable, technically satisfied, and continuously improving on DEUNA.\nResponsibilities\nProactively monitor merchant technical health\nMonitor merchant performance, transaction behavior, errors, declines, latency, and anomalies.\n\nIdentify potential risks before they become merchant-impacting issues.\n\nRaise internal flags when technical or operational risks are detected.\n\nHelp maintain account-specific dashboards, alerts, and health views for key merchants.\n\nBe the main technical contact after go-live\nAct as the primary technical point of contact for merchant questions and doubts after go-live.\n\nHelp merchants understand technical flows, configurations, integrations, and platform behavior.\n\nCoordinate internally with Product, Engineering, Support, Operations, and Account Management when merchant needs require cross-functional support.\n\nSupport technical incident management\nTriage merchant-reported and internally detected issues.\n\nEscalate issues to the appropriate on-call, Engineering, Product, or Operations teams.\n\nTrack resolution and ensure timely internal and external follow-up.\n\nHelp ensure communication with merchants is clear, factual, and timely.\n\nSupport post-incident follow-up, including impact explanation, corrective actions, and prevention measures when required.\n\nDrive merchant technical improvements\nIdentify opportunities to improve merchant performance, stability, acceptance rate, routing behavior, fraud flows, provider configuration, or processing cost.\n\nPartner with Account Management to support merchant expansion and long-term account growth.\n\nHelp merchants adopt new payment methods, providers, features, or technical capabilities after launch.\n\nBuild merchant health visibility\nBuild and deliver simple Merchant Health Reports periodically to Account Management and/or merchants.\n\nMaintain accurate technical documentation for merchant-specific configurations, customizations, providers, integrations, and known risks.\n\nHelp prioritize and advocate for merchants’ technical needs internally.\n\nRequirements\n3+ years in Technical Account Management, Merchant Support, Solutions Engineering, Technical Customer Success, or similar roles.\n\nStrong technical understanding of online payment ecosystems, including APIs, SDKs, transaction flows, processors, acquirers, fraud tools, chargebacks, refunds, captures, and 3DS.\n\nExperience with incident management, post-launch technical operations, technical troubleshooting, and client-facing support.\n\nAbility to analyze logs, dashboards, error patterns, transaction behavior, and operational metrics.\n\nExcellent communication skills, with the ability to simplify technical concepts for non-technical stakeholders.\n\nStrong organization, ownership, urgency, and follow-up discipline.\n\nFluent in Spanish and English.\n\nExperience working with LatAm merchants is a must.\n\nStartup environment experience is a plus.\n\nWhat Success Looks Like\nA successful TAM helps premium merchants feel that DEUNA is actively watching over their payment operation, not simply reacting when something breaks.\nThe TAM should help ensure that:\nMerchant issues are detected and escalated quickly.\n\nCritical incidents are followed through with urgency and ownership.\n\nMerchants receive clear and timely technical communication.\n\nAccount Management has strong technical support to retain and expand key accounts.\n\nMerchants continuously improve their technical performance and payment outcomes on DEUNA.","description_format":"text","description_chars":4027,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-09T16:52:48Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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