Senior Technical Account Manager (Strategic Alliances)

Job description

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most. As a Senior Technical Account Manager (Senior TAM, L6) at Affirm, you will own the operational aspect of technical account management across Affirm's strategic alliance portfolio—alerting, monitoring, troubleshooting, delivering against SLAs, fielding technical inquiries, and performing investigations and analysis, while also driving 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 teams. This is an operations-heavy role to start. Expect the majority of your early focus to be on keeping merchant integrations healthy—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 ownership. A 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 team. ## What You'll Do - Own the operational aspect 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 quickly. - Deliver against SLAs, proactively surfacing technical risks before they become customer-impacting and responding with urgency to merchant issues. - Perform 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 needed. - Drive 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 the accounts after launch. - Design 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 scalability. - Act as a technical lead for internal projects, defining and delivering well-scoped milestones and executing the project roadmap. - Operationalize 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 (KTLO) work. - Partner 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 roadmap. - Mentor and level up less-experienced TAMs, share learnings from your integrations and investigations, and contribute to interviewing and team development. - Over your first 6–12 months, grow into owning a dedicated book of strategic alliance accounts—carrying operational ownership through to end-to-end account ownership. ## What We Look For - **Professional Background:** at least six years in a technical, external-facing role such as Technical Account Management, Solutions/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 SLAs. - **Operational Ownership:** proven ability to run alerting, monitoring, troubleshooting, and technical inquiries across a set of accounts, balancing reactive operational work with proactive initiatives. - **Ownership & Autonomy:** proven ability to independently scope and deliver complex, open-ended technical work, and to partner with stakeholders on launch initiatives, with strong project management and follow-through. - **API Expertise:** deep understanding of RESTful APIs, webhooks, and the HTTP protocol, with hands-on experience using tools like Postman to debug and validate integrations. - **Architecture Fluency:** Experience in API integrations and the ability to design custom solutions on top of them to solve complex merchant challenges. - **Coding & Code Fluency:** ability to read and understand production-level code (HTML, JavaScript, SQL, and ideally one server-side language such as Python) and to author new, novel queries to diagnose merchant or system issues. - **Troubleshooting Acumen:** ability to diagnose issues using browser developer consoles, log analysis and observability platforms (e.g., Snowflake, Chronosphere), and ticketing systems (e.g., Jira, Notion). - **Technical Communication:** excellent verbal and written communication; able to tailor explanations to both non-technical leaders and technical teams, read a room and adjust in real time, and synthesize technical challenges back to internal teams. - **Relationship Management:** ability to discover and develop relationships with technical decision-makers, secure written consensus on integration milestones, and drive cross-team collaboration. - **Leadership & Mentorship:** demonstrated 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 feedback. ## Nice to Have - Familiarity with the payments ecosystem. - Familiarity with web/mobile application architecture. - Experience implementing or customizing e-commerce platforms, payment gateways, or in-store point-of-sale systems. - Experience acting as a technical lead on cross-functional projects and influencing product roadmaps. Pay Grade - L Equity Grade - 4 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company). CAN base pay range per year: $133,000 - $183,000 **Location - Remote Canada**This remote role is open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan. **#LI-Remote** **Remote-first with flexibility built in**Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience. **Benefits designed for you**Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights: - Health coverage at no cost: We cover 100% of premiums for employees and their dependents. - Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you. - Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to. - Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount. We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help. For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law. By clicking "Submit Application," you acknowledge that you have read Affirm's [Global Candidate Privacy Notice](https://www.affirm.com/global-candidate-privacy-notice) and consent to the use of your personal information as described.