Senior Technical Account Manager - Signifyd

At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients’ success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.

Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud.

Please submit your resume in English.

Department: Customer Support

This team is composed of support professionals who work most closely with our clients’ teams and their systems, supporting their technical needs with expertise and acumen. This will require both conversational and advisory support as well as tactical, operational support in the form of ad hoc data manipulation and analysis, rapid root cause analysis, technical problem solving, and coordination with Signifyd’s engineering and customer success teams.

The Role

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.

Responsibilities

• 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, ensuring the customer has the appropriate SI for their implementation.
• Work cross-functional with product, risk, marketing, and engineering to continuously improve the customer experience.
• Escalate unresolved customer issues to appropriate cross-functional teams (Billing, Claims, Chargebacks, Implementations, Customer Success, Product, Engineering).
• Research and troubleshoot customer inquiries using appropriate technology and resources.
• Document and share best practices for internal utilization.
• Partner closely with the customer success team as the go-to person for main technical needs.
• Communicate integration status to key client stakeholders and document progress toward milestones.
• 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 internal product teams to provide feedback and guidance on user needs.
• Provide Signifyd Console training to merchants as needed.
• Become a Subject Matter Expert (SME) to contribute across the business.
• Embody Signifyd values, serve as a role model, and onboard new team members as a buddy.

Requirements

• 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, or 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 action plans, and guide peers towards key goals.
• Demonstrated passion for e-commerce or technology services.
• Excellent written communication and presentation skills.
• Resourceful, detail-oriented, highly organized, and creative self-starter who thrives under ambiguity.
• Ability to lead conversations with executive stakeholders.
• Fluent English and Spanish (Portuguese language proficiency is a plus).
• Background in eCommerce, financial/payment systems, and/or fraud mitigation is desirable.

Benefits in Mexico

• Health, Dental & Vision Insurance
• Life Insurance (24 months salary)
• Annual Performance Bonus
• Christmas Bonus (1 month’s salary)
• Food Vouchers
• Stock Options
• Paid Parental Leave
• Flexible Work Arrangements & Telework Internet Stipend
• 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