[Hiring] Senior Technical Account Manager @Signifyd

Role Description

As a Senior Technical Account Manager Support, you are responsible for serving as the post-sales technical advisor/support to key Latin American merchants. You will work cross-functionally with multiple internal teams to employ Signifyd’s implementation methodology and ensure timely integrations and responses to technical support issues. As the merchant's technical contact and at times the first touchpoint for technical topics from within the Support team, you will play a critical role in ensuring a world-class experience for existing merchants. The portfolio of your customers will include all sizes from medium-sized businesses in the SMB space to larger Enterprise merchants in Latin America.

• Integrate merchants utilizing various partners and platforms, including customized OMS/eCommerce API integrations as well as VTEX, Shopify, Magento, BigCommerce, and NetSuite partnerships.
• Interface with and assist the System Integrators (SIs) that our customers employ.
• Work cross-functionally to improve the customer experience, interfacing with product, risk, marketing, and engineering.
• Escalate unresolved customer issues to the appropriate cross-functional teams (Billing, Claims, Chargebacks, Implementations, Customer Success, Product, Engineering).
• Research and troubleshoot customer inquiries within the Support team using the appropriate technology and resources.
• Document and share best practices for internal utilization.
• Partner closely with our customer success team as the go-to person for main technical needs.
• Communicate integration status to key client stakeholders and document progress toward milestones.
• Fully understand Signifyd’s implementation methods utilizing the most up-to-date practices.
• Keep a clean onboarding and support tickets portfolio with regular and transparent updates in CRM.
• Own timely delivery of key integration milestones, identifying and clearly defining bespoke requirements and success criteria.
• Build strong relationships with our internal products team to provide feedback and guidance on our product’s satisfaction of user needs.
• Provide Signifyd Console training to merchants.
• Become a Subject Matter Expert (SME) to contribute across the business.
• Embody Signifyd values and serve as a role model for team members, helping onboard new team members.

Qualifications

• A clear understanding of API terminology (e.g., GET, POST, PUT, JSON, Webhook, Listeners) and tools (e.g., Postman, Github).
• Experience with JSON, Python, APIs, PHP, and/or other web, programming, scripting tools.
• Proficiency with reporting tools (Looker), troubleshooting tools (Postman, SQL), and management tools (Salesforce).
• 6 years of technical experience with SaaS solutions.
• Ability to examine complex situations, develop associated action plans, and guide peers towards achieving key goals.
• Demonstrated passion for e-commerce or technology services.
• Excellent written communication and presentation skills.
• Timely responses to external and internal stakeholders.
• Resourceful, detail-oriented when needed, highly organized, and creative.
• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment.
• Ability to lead conversations with executive stakeholders.
• Fluent in English and Spanish.
• Background in eCommerce, financial/payment systems, and/or fraud mitigation is desirable.
• Portuguese language proficiency is desired.

Benefits

• Health, Dental & Vision Insurance.
• Life Insurance of 24 months salary.
• Annual Performance Bonus.
• Christmas Bonus of 1 Month’s Salary.
• Food Vouchers.
• Stock Options.
• Paid Parental Leave.
• Flexible Work Arrangements.
• Telework Stipend for Home Internet.
• 12 Paid Vacation Days with 85% Vacation Premiums.
• Paid Holidays.
• Company Social Events.
• Signifyd Swag.
• Dedicated learning budget through Learnerbly.
• On-Demand Therapy for all employees & their dependents.