Senior Technical Account Manager (Strategic Alliances)

Role overview Keep technical integrations healthy across a portfolio of strategic business accounts, combining operational support with custom solution design and cross-functional project leadership. The role begins with a strong focus on monitoring, triage, troubleshooting, and service-level delivery; over the first 6–12 months, it is expected to grow into end-to-end ownership of a dedicated account portfolio.

Responsibilities - Monitor integrations, respond to technical inquiries, troubleshoot issues, and meet service-level commitments while surfacing risks early. - Investigate incidents using logs, queries, and integration data; identify root causes and own resolution through to completion. - Design tailored integration solutions based on standard offerings, balancing delivery speed with reliability, maintainability, and scale. - Coordinate launches and account improvements, such as expansions, promotions, product adoption, and integration optimization. - Lead internal technical projects, define milestones, and deliver against project roadmaps. - Maintain operational playbooks, runbooks, alerts, and user acceptance certification plans; reduce recurring support work. - Work with product and engineering teams to prioritize improvements, represent merchant needs, and mentor less-experienced account managers.

Requirements - At least six years in a technical, customer-facing role such as technical account management, partner or solutions engineering, or solutions architecture. - Experience owning operational health for technical accounts and delivering against service-level agreements. - Strong troubleshooting and investigation skills, including analysis of logs, queries, or integration data. - Ability to scope and deliver complex technical work independently while balancing reactive support and proactive projects. - Effective project management and communication with merchant and internal stakeholders.

Nice to have - Experience in fintech, payments, or SaaS; familiarity with web and mobile application architecture. - Experience with e-commerce platforms, payment gateways, or in-store point-of-sale systems. - Background leading cross-functional technical initiatives and influencing product roadmaps.

Benefits and work setup - Remote role open to residents of Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan. The role is remote-first, with an in-person onboarding experience for new hires. - Listed annual base pay range: CAD 133,000–183,000. The package may also include equity, health coverage for employees and dependents, monthly technology and wellness stipends, flexible time off, holidays, and an employee stock purchase plan.