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Salary: CAD 133,000 - 183,000 / annual
Affirm is seeking a Senior Technical Account Manager (L6) to own the operational and strategic aspects of technical account management across its strategic alliance portfolio. This role combines hands-on operational excellence with technical leadership and mentorship.
You will be responsible for monitoring and maintaining the health of merchant integrations, troubleshooting issues, delivering against SLAs, and performing in-depth root-cause analysis. Early in the role, you'll focus on operational mastery—alerting, monitoring, triage, and SLA delivery. Over 6–12 months, you'll progressively grow into owning a dedicated book of strategic alliance accounts with end-to-end ownership.
Key responsibilities include:
- Own operational health across the strategic alliance portfolio: monitoring, troubleshooting, fielding technical inquiries, and proactively surfacing risks before they impact merchants
- Perform in-depth investigations and root-cause analysis across logs, queries, and integration data, escalating to cross-functional partners or executives when needed
- Design and deliver custom integration solutions grounded in Affirm's standard integrations, balancing speed, quality, maintainability, reliability, and scalability
- Drive technical initiatives and partner with internal and merchant stakeholders on launches, expansions, promotions, and product adoption
- Act as a technical lead for internal projects, defining milestones and executing roadmaps
- Operationalize best practices by creating playbooks, runbooks, alerting, and UAT certification plans; continuously reduce keep-the-lights-on work
- Partner with Product and Engineering to identify and prioritize projects; act as the voice of the merchant to influence the roadmap
- Mentor less-experienced TAMs, share learnings, and contribute to team development and hiring
You'll be part of the Engineering team and collaborate closely with Product, Engineering, Operations, Customer Success, and Frontline Technical Support.
REQUIREMENTS:
- At least six years in a technical, external-facing role such as Technical Account Management, Solutions/Partner Engineering, or Solutions Architecture—ideally within FinTech, payments, or SaaS—with a demonstrated track record of owning operational health of technical accounts and delivering against SLAs
- Proven ability to run alerting, monitoring, troubleshooting, and technical inquiries across a set of accounts, balancing reactive operational work with proactive initiatives
- Proven ability to independently scope and deliver complex, open-ended technical work and partner with stakeholders on launch initiatives, with strong project management and follow-through
- Deep understanding of RESTful APIs, webhooks, and the HTTP protocol, with hands-on experience using tools like Postman to debug and validate integrations
- Experience in API integrations and ability to design custom solutions on top of them to solve complex merchant challenges
- Ability to read and understand production-level code (HTML, JavaScript, SQL, and ideally one server-side language such as Python) and author new queries to diagnose merchant or system issues
- Ability to diagnose issues using browser developer consoles, log analysis and observability platforms (e.g., Snowflake, Chronosphere), and ticketing systems (e.g., Jira, Notion)
- Excellent verbal and written communication; ability to tailor explanations to both non-technical leaders and technical teams, read a room and adjust in real time, and synthesize technical challenges back to internal teams
- Ability to discover and develop relationships with technical decision-makers, secure written consensus on integration milestones, and drive cross-team collaboration
- Demonstrated ability to mentor teammates, set best practices, and lead technical initiatives; a growth mindset with self-awareness and a habit of seeking and acting on feedback
Nice to have: familiarity with the payments ecosystem, web/mobile application architecture, experience implementing or customizing e-commerce platforms, payment gateways, or point-of-sale systems, and experience acting as a technical lead on cross-functional projects and influencing product roadmaps.
