Technical Account Manager

Remote with occasional travel if outside of Riga; working hours aligned to the Riga time zone (±2 hours)

Company: a global payment provider transforming cross-border transactions through cutting-edge technology and deep industry expertise. We help businesses scale seamlessly across jurisdictions by delivering reliable payment infrastructure, smart routing solutions, and exceptional operational support.

As a Technical Account Manager / Support Specialist, you will serve as the primary technical point of contact for our merchants, ensuring smooth onboarding, stable payment processing, and outstanding customer experience. You will work closely with merchants, payment partners, and internal teams to resolve technical challenges, optimize payment performance, and support the ongoing growth of our global payments ecosystem.

Responsibilities:

• Merchant technical onboarding: setting up accounts, helping with integration, having intro calls, and helping the merchants understand our platform
• Payment orchestration (e.g, routing and blocking rules configuration)
• Resolving technical issues with merchants and payment processing partners, communicating with external and internal stakeholders
• Proactively monitoring merchants' payment processing metrics and helping them improve
• Resolving customer L1/L2 issues and escalating more complex cases to the relevant teams
• Internal user support with regard to payment operations
• Documentation and runbook maintenance, change communication, and ticket management
• Maintaining an agreed-upon response SLA

Requirements:

Must-Have:

• You have an excellent understanding of how card payments work
• You are able to resolve payment issues end-to-end, lead conversations with other engineers, and understand technical documentation and logs
• You have experience in leading technical conversations with clients and partners (via calls or written communication), understanding their requirements and offering solutions
• You are comfortable with cross-functional work and working with other departments.
• You can use BI (Tableau, Superset, Power BI, or others) or monitoring tools (e.g., Grafana, Graylog) on a basic level to be able to extract analytical data
• You are familiar with APIs, can understand the documentation, and interact with them using Postman, scripts, or other tools.
• You are able to handle the rate, but major outages occur outside of regular working hours
• You follow the latest trends in fintech and learn new things
• Fluent in spoken and written English

Nice to Have:

• Experience with SQL databases
• Experience with alternative payment methods (e.g., local payment systems, open banking, crypto processing)

Conditions:

we work based on three core principles:

Taking Responsibility: We own our roles, decisions, and results. We speak up, act, and take things to completion. Effectiveness: We focus on clarity, prioritization, and outcomes. Results matter more than formalities or hours spent. Effective Communication: We communicate openly and directly, clarify expectations, and address issues early.

What We Offer

Unlimited vacation: We don’t limit vacation days. If you deliver results, you take the rest you need. Flexible working hours: We don’t track start and finish times. Reliability and results matter more than schedules.

Office in Riga A fully equipped private house:

• in-house gym
• sauna and jacuzzi
• lounge and quiet work areas
• calm, comfortable, non-corporate environment

Health & focus support: Access to neurofeedback and wellbeing equipment for mental focus, recovery, and physical health. In-office massage: Regular sessions with a professional massage therapist, covered by the company. €1,800 annual social benefits budget: After the probation period, a dedicated budget for learning/language courses, sports, and personal development. Company-paid lunches: Lunch is covered when working from the office.

Growth & Development

Corporate library: Over 400 books on business, leadership, psychology, and skill development.

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