Technical Account Manager – Payments (APAC)

At EBANX, you’ll help expand access to payments and technology in some of the world’s most dynamic markets. We’re a unicorn-status fintech, AI-powered, and scaling fast across more than 20 countries and counting.Our platform connects leading global companies to more than 1 billion consumers, enabling seamless cross-border payments where it matters most. We build with purpose, move with speed, and create solutions that are both innovative and inclusive.If you’re looking to be part of a company that’s transforming the future of payments with clarity, ambition, and real-world impact — we’d love to meet you.In the corporate areas, we work behind the scenes to ensure everything runs smoothly. We provide the strategic support that keeps EBANX connected, efficient, and ready to grow. From technology to finance, every team collaborates to enable projects and turn challenges into opportunities.We are seeking a Technical Account Management Analyst to be part of a high growth technology and payments company with a solid track record of delivering high value to our customers. By joining us you will have the opportunity to be a part of our growing Corporate Initiatives Team. The ebanker will work with the Operations Teams focused on top tier business, you will find many opportunities to engage with different business areas (technology teams, fraud prevention, commercial, product, engineering and merchant experience) and improve the overall performance of payment solutions offered by EBANX.   What your day-to-day will look like 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; 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 innovative 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; Collaboratin...