Technical Account Management Specialist
EBANX
- São Paulo - SP
- Permanente
- Período integral
- Monitoring the performance of payment systems, identifying areas for improvement, and implementing optimization solutions;
- Using tools like SQL, Tableau, and Kibana to monitor platform metrics (e.g., average latency, SLA compliance);
- Conducting system-level investigations, such as investigating the increase in latency or higher chargeback rates, which will require knowledge of APIs, SQL, and log monitoring tools like Kibana;
- Managing incident management, which includes handling merchant communication/escalation during/after the incident, writing/reviewing incident reports, generating impacted transaction lists, and resolving transaction issues;
- Assisting customers in implementing and integrating the company's payment systems using knowledge of resources and solutions suitable for their business;
- Supporting merchants around key issues and working internally to solve them quickly;
- Having a deep understanding of the payment products and services offered by the company and applying merchant performance improvements. Monitoring the main KPIs (e.g., volume, approval rate, chargeback rate) on a daily basis;
- Identifying and resolving technical problems or obstacles in the operation of payment services;
- Managing projects related to the implementation of payment solutions, ensuring they are completed on time and within scope;
- Having knowledge of merchants' needs and pain points;
- Regularly communicating with merchant POC for Operational and Technical themes;
- Keeping merchants informed about product or service updates;
- Collaborating on product development based on merchant feedback;
- Collaborating with internal teams such as product development, technical support, and sales to ensure a cohesive and integrated approach to merchant service.
- An outstanding data-driven mindset and problem-solving skills;
- Accountability for dealing with different simultaneous problems leading to different areas;
- Solid technical knowledge about the integration and operation of payment systems;
- Experience in a fast-paced, data-driven environment;
- Good communication skills, both verbal and written;
- Organization and a proactive mind;
- Experience in presenting and conducting meetings;
- Excellent Microsoft PowerPoint and Excel skills;
- Proficiency in English.
- Experience in the Payments Market, E-commerce, or similar industries;
- SQL & BI knowledge;
- Storytelling and presentation skills;
- A desire to see the big picture.
- A challenging environment, with opportunities to grow;
- Casual office and flexible dress code;
- Spanish, English or Portuguese classes;
- WAVES (bonus) - Program of goals and results (variable compensation);
- Semi flexible hours (8 hours a day - Monday to Friday);
- Transportation voucher (if needed);
- EBANX Education: budget for long courses;
- EBANX Skills: budget for workshops and courses;
- EBANX Flexible: birthday Day Off and Rest up Month - one month of paid leave every three years of work anniversary.
- EBANX Family: Daycare assistance, extended leave for caregivers and support program for children and pregnant women;
- EBANX Health: Health and Dental Insurance, with subsidy for dependents, and medicine subsidy for ebankers;
- Life Insurance: Life Insurance 100% paid by EBANX