Technical Account Manager

EBANX is a global fintech founded in 2012 with a mission to be the leading payments partner in rising markets. With its own technology and infrastructure, combined with in-depth knowledge of the Latin American market, EBANX allows these companies to connect to hundreds of payment methods in different countries in the region. And it goes further, creating results for businesses and simple shopping experiences for consumers.

From the beginning of our journey, we have an important mission: to give access. And this is not just about our products and services, but it goes through everything we are and do. We believe that it is only possible to innovate with diversity, so we cherish differences in gender, race, nationality, disability, sexual orientation, religion and age. Plurality is what makes our Big Dream possible.

We are called ebankers and we are changing the way people buy, connect, and live globally. Let's make history together?

We are searching for a Technical Account Manager with a lot of will to help our international merchants, offering them the best experience while working with EBANX. 

As an EBANX Technical Account Manager, you will be responsible for:

• Daily monitoring the performance of key accounts (Volume, Chargeback Rate, Approval Rates, among other indicators);
• Monitoring Platform metrics (Average latency, SLA compliance) using tools like SQL, Tableau, and Kibana;
• System-level investigations (e.g., investigate the increase in latency, higher chargeback rates, etc.) which requires knowledge of API’s, SQL, and log monitoring tools like Kibana;
• Incident Management (handling merchant communication/escalation during/after incident, writing/reviewing incident reports, generating impacted transaction lists, and resolving transaction issues);
• Delivering on merchant/internal teams operational requests and new features. Collaborating with other departments, like Product, Fraud, Finance, Business Ops & Engr. Ops teams;
• Supporting Merchants around key issues.

What is essential for the job? 

• Understanding of merchant payment environment and needs;
• Relevant experience with SQL, Tableau, and Kibana;
• Analytical Skills and attention to details;
• Outstanding communication and interpersonal skills, including developing relationships, negotiating, and building influence;
• Excellent planning, organization, prioritization, and time management discipline;
• Have a can-do attitude, be able to articulate and overcome failure;
• Have a resilient mindset to thrive within an ever-changing environment;
• Fluent English (we will test it!).

What else would we like to see?

• Spanish will be considered a differential.

EBANX offers:

• A challenging environment, with opportunities to grow;
• Casual office and flexible dress code;
• Spanish, English and Portuguese classes;
• WAVES - Program of goals and results (variable compensation);
• EBANX Play - Wellness (Gympass, e-Sports, SESC );
• Semi flexible hours (8 hours a day - Monday to Friday);
• Meal Allowance;
• Transportation voucher (if needed);
• EBANX Education: scholarship;
• EBANX Skills: budget for workshops and courses;
• EBANX Flexible: monthly Day Off from February to November, 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;
• Blue Club: Exclusive discount for ebankers in bakeries, restaurants, courses, electronics store and more!

Follow us on LinkedIn and check out our Instagram to learn more about the #ebanxlife.