Technical Account Manager

The Technical Account Manager serves as a technical expert on Airwallex's payment processing products and services. The role can identify, analyze, and resolve software-related issues, and is responsible for providing post-sale technical services to merchants, developers, and internal teams.

Daily Job:

1. Primary contact for all technical activities post-launch for managed merchants.

2. Hands-on troubleshooting and ensure that the assigned technical issues are resolved quickly.

3. Install and configure test environments, payment APIs, and E-commerce products.

4. Understand Airwallex products and their underlying architecture and perform regular technical audits on merchants Airwallex integration.

5. Provide code samples and optimization recommendations and ensure Airwallex's best practices are adopted.

6. Participate in regular technical account reviews and provide merchants with insights.

7. Advocate new Airwallex products to improve their adoption and identify new opportunities where Airwallex products and technologies can better fit in merchants strategy and architecture.

8. Work directly with developers, merchants, and internal teams on post-integration issues to provide technical support, consulting, and best practices.

9. Represent merchant's voice when providing feedback to Airwallex product management and engineering teams to help prioritize the product roadmap accordingly.

10. Develop rapports across all levels and functions to create value for our merchants and Airwallex.

11. Build and document knowledge about merchant technical setups.

12. Participate in the development of tools, systems, and processes to improve product supportability.

13. Work with large enterprises to develop contingency plans, and ensure the best practices are followed.

14. Understand large enterprise business scenarios, collaborate with the customer's product manager, architect, and technical resources, and analyze customer pain points and business needs.

15. Assist with Airwallex solution architect to implement and deliver Airwallex products to customers.

Basic Qualifications:

1. Bachelor's degree in Computer Science, Engineering or equivalent technical experience, or combination of education/experience.

2. 3-5+ years of prior experience in a technical, consulting, engineering, or sales role.

3. Proficient in the current web or mobile technology standards such as REST API, JSON, Web Service, HTML, etc...

4. Hands-on experience in a mainstream programming language (PHP, Java, C++, ASP, C#, Python, JavaScript).

5. Knowledge of common Linux/Unix commands, and SQL.

6. Working knowledge of firewalls, proxies, TCP/IP, network security, and information security.

7. Strong troubleshooting and problem-solving skills.

8. Good communication skills with a strong willingness to provide exceptional customer service.

9. Strong learning ability, execution ability, and coping well under pressure.

10. Prioritization, well organized and detail-oriented on issue handling, and able to context-switch when handling multiple urgent issues simultaneously.

11. Payment, E-commerce, or FinTech related working experience is a plus.

12. Good command of English and Mandarin