Technical Account Management Specialist | China

We are seeking a Technical Account Management Specialist who will be responsible for providing exceptional support to our international merchants and ensuring they have the best experience working with EBANX. The role involves daily monitoring of key accounts, platform metrics, and system-level investigations using tools like SQL, Tableau, and Kibana. Additionally, the specialist will handle incident management, deliver on operational requests and new features, and provide support to merchants on key issues. This position requires strong technical skills, including knowledge of APIs, SQL, and log monitoring tools, as well as excellent communication and collaboration abilities.

• Daily monitoring of key accounts' performance, including volume, chargeback rate, and approval rates
• Monitoring platform metrics such as average latency and SLA compliance using tools like SQL, Tableau, and Kibana
• Conducting system-level investigations, including API knowledge, SQL, and log monitoring tools like Kibana
• Managing incidents, including handling merchant communication and escalation, writing and reviewing incident reports, generating impacted transaction lists, and resolving transaction issues
• Delivering on operational requests and new features for merchants and internal teams
• Collaborating with other departments such as Product, Fraud, Finance, Business Ops, and Engr. Ops teams
• Providing support to merchants for key issues.

• Daily monitoring of key accounts' performance
• Monitoring platform metrics using tools like SQL, Tableau, and Kibana
• System-level investigations requiring knowledge of API's, SQL, and log monitoring tools like Kibana
• Incident management including handling merchant communication/escalation, writing/reviewing incident reports, generating impacted transaction lists, and resolving transaction issues
• Delivering on merchant/internal teams operational requests and new features
• Collaboration with other departments such as Product, Fraud, Finance, Business Ops & Engr. Ops teams
• Supporting merchants around key issues

• Challenging environment with growth opportunities
• Spanish, English, and Portuguese classes
• WAVES program of goals and results (variable compensation)
• Semi flexible hours (8 hours a day - Monday to Friday)
• Hello ebanker: psychology, finance, and legal orientation