Senior Technical Account Manager

Who you are

• Professional Background: 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 the operational health of technical accounts and delivering against SLAs
• Operational Ownership: proven ability to run alerting, monitoring, troubleshooting, and technical inquiries across a set of accounts, balancing reactive operational work with proactive initiatives
• Ownership & Autonomy: proven ability to independently scope and deliver complex, open-ended technical work, and to partner with stakeholders on launch initiatives, with strong project management and follow-through
• API Expertise: deep understanding of RESTful APIs, webhooks, and the HTTP protocol, with hands-on experience using tools like Postman to debug and validate integrations
• Architecture Fluency: Experience in API integrations and the ability to design custom solutions on top of them to solve complex merchant challenges
• Coding & Code Fluency: ability to read and understand production-level code (HTML, JavaScript, SQL, and ideally one server-side language such as Python) and to author new, novel queries to diagnose merchant or system issues
• Troubleshooting Acumen: ability to diagnose issues using browser developer consoles, log analysis and observability platforms (e.g., Snowflake, Chronosphere), and ticketing systems (e.g., Jira, Notion)
• Technical Communication: excellent verbal and written communication; able 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
• Relationship Management: ability to discover and develop relationships with technical decision-makers, secure written consensus on integration milestones, and drive cross-team collaboration
• Leadership & Mentorship: 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
• Familiarity with the payments ecosystem
• Familiarity with web/mobile application architecture
• Experience implementing or customizing e-commerce platforms, payment gateways, or in-store point-of-sale systems
• Experience acting as a technical lead on cross-functional projects and influencing product roadmaps

What the job involves

• As a Senior Technical Account Manager (Senior TAM, L6) at Affirm, you will own the operational aspect of technical account management across Affirm's strategic alliance portfolio—alerting, monitoring, troubleshooting, delivering against SLAs, fielding technical inquiries, and performing investigations and analysis, while also driving technical initiatives that translate merchant business objectives into technical strategies and product optimizations
• Senior TAMs are part of the Engineering team and collaborate closely with Affirm's Product, Engineering, Operations, Customer Success, and Frontline Technical Support teams
• This is an operations-heavy role to start
• Expect the majority of your early focus to be on keeping merchant integrations healthy—monitoring, triage, troubleshooting, and SLA delivery—while you progressively take on more custom solutioning and cross-functional initiatives
• Over your first 6–12 months, as you build operational mastery, you will grow into owning your own book of accounts and carrying it through to end-to-end account ownership
• A Senior TAM independently owns operational health across the strategic alliance portfolio, designs custom integration solutions grounded in Affirm's standard integrations, drives cross-team collaboration on initiatives, acts as a technical lead on team projects, and mentors less-experienced members of the team
• Own the operational aspect of technical account management across Affirm's strategic alliance portfolio—alerting, monitoring, troubleshooting, and fielding technical inquiries—so integrations stay healthy and issues are resolved quickly
• Deliver against SLAs, proactively surfacing technical risks before they become customer-impacting and responding with urgency to merchant issues
• Perform in-depth investigations and root-cause analysis across logs, queries, and integration data, owning resolution end to end and escalating to cross-functional partners or executives when needed
• Drive technical initiatives and partner with internal and merchant stakeholders on launch initiatives—expansions, promotions, new product adoption, and integration optimizations—that grow the value of the accounts after launch
• Design and deliver high-scope, often-custom integration solutions grounded in Affirm's standard integrations—combining, extending, and tailoring them to complex, open-ended problems while balancing speed, quality, maintainability, reliability, and scalability
• Act as a technical lead for internal projects, defining and delivering well-scoped milestones and executing the project roadmap
• Operationalize best practices by creating and updating playbooks, runbooks, alerting, and UAT certification plans across the strategic alliance portfolio and continuously reduce keep-the-lights-on (KTLO) work
• Partner with Product and Engineering leads to identify, plan, and prioritize projects based on team goals and resources, acting as the voice of the merchant to influence the roadmap
• Mentor and level up less-experienced TAMs, share learnings from your integrations and investigations, and contribute to interviewing and team development
• Over your first 6–12 months, grow into owning a dedicated book of strategic alliance accounts—carrying operational ownership through to end-to-end account ownership

Benefits

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
• Supportive Communities: Get involved with our employee resource groups and community groups
• Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
• Generous Time Off: Take the time you need when life happens
• Health Benefits: Get a plan that fits your needs
• Mental Healthcare: Take care of your mind with great mental health programs
• Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
• Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
• Learning & Development: Engage in exciting learning programs to level up your growth