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DEUNA is a rapidly growing fintech startup revolutionizing global commerce with ATHIA, an AI-powered orchestration and payments platform. The company helps large enterprises boost approval rates, reduce costs, and unlock new revenue through deep integrations across 300+ payment service providers and alternative payment methods. Over 20% of Mexico's digital economy runs through DEUNA's platform, and the company is expanding into the U.S. market.
As a Technical Account Manager, you will be the primary technical point of contact for merchants after their initial go-live. You will proactively monitor merchant technical health, support incident management, answer ongoing technical questions, and guide merchants through future technical evolutions. For DEUNA's premium and key accounts, you play a critical role in ensuring merchants feel technically protected, proactively monitored, and confident operating on the platform.
Key responsibilities include:
- Proactively monitoring merchant performance, transaction behavior, errors, declines, latency, and anomalies to identify potential risks before they impact merchants
- Serving as the primary technical contact for merchant questions regarding technical flows, configurations, integrations, and platform behavior
- Triaging merchant-reported and internally detected issues, escalating to appropriate teams (Engineering, Product, Operations, Support)
- Tracking issue resolution and ensuring clear, timely communication with merchants
- Identifying opportunities to improve merchant performance, stability, acceptance rates, routing behavior, and processing costs
- Building and delivering merchant health reports periodically to Account Management and merchants
- Maintaining accurate technical documentation for merchant-specific configurations and known risks
- Partnering with Account Management to support merchant expansion and long-term account growth
Success in this role means premium merchants feel DEUNA is actively monitoring their payment operations, not simply reacting when issues arise. You will ensure merchant issues are detected and escalated quickly, critical incidents are followed through with urgency and ownership, merchants receive clear and timely technical communication, and Account Management has strong technical support to retain and expand key accounts.
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 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 (must-have)
- Startup environment experience (preferred)
