Senior Technical Account Manager, Super

• Proficiency with SQL, Python, and/or other analytics tools to support data-driven troubleshooting, observability, and reporting
• Hands-on experience working with or supporting payments orchestration across multiple processors (e.g., Braintree, Adyen, Checkout.com)
• Familiarity with AI tooling for debugging or observability (e.g., Cursor) or experience using LLMs to accelerate problem-solving and root cause analysis
• Prior experience in a startup or scale-up environment, with proven adaptability in fast-changing technical and operational settings
• Background in the travel or fintech industry is a strong plus, especially with exposure to high-dispute verticals or cross-border payments

Desirable

• We are hiring a Payment Processing TAM to help scale and modernize our payments infrastructure during a pivotal transformation
• This role will support the I1 MAT, with a focus on launching a new payment orchestration layer and enhancing our resilience, cost efficiency, and fraud prevention capabilities
• As a TAM, you'll act as the bridge between engineering, product, and external vendors—translating business needs into robust technical solutions
• You’ll be instrumental in establishing alerting and monitoring systems for MID health, dispute thresholds, retry logic, and processing costs
• You will also help evaluate and implement emerging AI tools for proactive debugging, anomaly detection, and operational optimization
• This is a high-impact, highly collaborative role that demands strong technical fluency, hands-on data skills, and the ability to think ahead of failure modes
• You’ll work closely with the company’s payment processors, fraud prevention partners, and cross-functional stakeholders to reduce risk, drive automation, and ensure quality at scale
• Drive Multi-Processor Orchestration: Partner with engineering to support a multi-processor strategy by configuring routing logic, testing flows, and helping operationalize the architecture
• Monitor and Optimize MID Performance: Set up and maintain real-time dashboards and alerts for monitoring decline rates, dispute thresholds (Visa VAMP, Mastercard, PayPal), and cost KPIs
• Support Fraud Prevention and Chargeback Strategy: Assist in the evaluation and implementation of dispute representment solutions and fraud tooling. Provide ongoing support to the Risk Operations and Dispute Operations teams for risk rule tuning and monitoring
• Enable Subscription Success: Design alerting/observability for internal retry logic and applicable vendors, focusing on key metrics like authorization and recovery rates
• Act as First Responder (On-Call): Participate in the TAM on-call rotation, responding to alerts with urgency, coordinating troubleshooting, and driving incidents to resolution while documenting post-mortems and recommendations
• Build for Reliability & Continuity: Document fallback scenarios and potential vendor replacements. Track SLAs, vendor performance, and incidents to support business continuity planning
• Champion Observability and AI Adoption: Deploy AI-based anomaly detection and observability tooling. Leverage AI tools like Cursor to interrogate code repositories and surface root causes faster
• Collaborate Across Teams and Vendors: Act as the point of contact between internal MAT stakeholders and external payments partners to escalate, triage, and resolve complex technical issues