Senior Technical Account Manager (Strategic Alliances)

As a Senior Technical Account Manager at affirm, you will own the operational aspects of technical account management across affirm's strategic alliance portfolio, including alerting, monitoring, troubleshooting, delivering against SLAs, fielding technical inquiries, and performing investigations and analysis. You will also drive 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 teamsThis is an operations-heavy role to start. The majority of your early focus will be on keeping merchant integrations healthy through 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 ownershipA 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 teamOwn the operational aspects 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 quicklyDeliver against SLAs, proactively surfacing technical risks before they become customer-impacting and responding with urgency to merchant issuesPerform 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 neededDrive 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 accounts after launchDesign 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 scalabilityAct as a technical lead for internal projects, defining and delivering well-scoped milestones and executing the project roadmapOperationalize 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 workPartner 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 roadmapMentor and develop less-experienced TAMs, share learnings from your integrations and investigations, and contribute to interviewing and team developmentOver your first 6–12 months, grow into owning a dedicated book of strategic alliance accounts, carrying operational ownership through to end-to-end account ownershipBenefitsCompensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your familySpending Wallets: Access tech, food, lifestyle, and family planning wallets for your expensesSupportive Communities: Get involved with our employee resource groups and community groupsRemote-first Workforce: If your role is remote, you can set up shop anywhere in your home countryGenerous Time Off: Take the time you need when life happensHealth Benefits: Get a plan that fits your needsMental Healthcare: Take care of your mind with great mental health programsParental Leave: Birth and non-birth parents get 18 weeks' paid leave. Plus, a 4-week return-to-work transition program, at full base payAway Days: We offer 20 company-wide paid days off—which help our teams collectively pause to rechargeLearning & Development: Engage in exciting learning programs to level up your growthFamiliarity with the payments ecosystemDemonstrated 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 feedbackExcellent verbal and written communication; able to tailor explanations to non-technical leaders and technical teams, read a room and adjust in real time, and synthesize technical challenges for internal teamsAbility to read and understand production-level code (HTML, JavaScript, SQL, and ideally one server-side language such as Python) and to author new queries to diagnose merchant or system issuesAbility to diagnose issues using browser developer consoles, log analysis, and observability platforms (e.g., Snowflake, Chronosphere), and ticketing systems (e.g., Jira, Notion) Familiarity with web and mobile application architectureAt least six years of experience in a technical, external-facing role such as Technical Account Management, Solutions or 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 SLAsExperience acting as a technical lead on cross-functional projects and influencing product roadmapsDeep understanding of RESTful APIs, webhooks, and the HTTP protocol, with hands‐ on experience using tools like Postman to debug and validate integrationsExperience implementing or customizing e‐commerce platforms, payment gateways, or in‐store point‐of‐sale systemsProven ability to run alerting, monitoring, troubleshooting, and technical inquiries across a set of accounts, balancing reactive operational work with proactive initiativesAbility to discover and develop relationships with technical decision‐makers, secure written consensus on integration milestones, and drive cross‐team collaborationExperience in API integrations and the ability to design custom solutions on top of them to solve complex merchant challengesProven ability to independently scope and deliver complex, open‐ended technical work and partner with stakeholders on launch initiatives, with strong project management and follow‐through