Senior Technical Account Manager (Strategic Alliances)

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.

Responsibilities

Own the operational aspect of technical account management across Affirm's strategic alliance portfolio, including alerting, monitoring, troubleshooting, and fielding technical inquiries; Deliver against SLAs, proactively surfacing technical risks 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; Drive technical initiatives and partner with internal and merchant stakeholders on launch initiatives such as expansions, promotions, new product adoption, and integration optimizations; Design and deliver high-scope, often-custom integration solutions grounded in Affirm's standard integrations; Act as a technical lead for internal projects, defining and delivering milestones and executing the project roadmap; Operationalize best practices by creating and updating playbooks, runbooks, alerting, and UAT certification plans, and continuously reduce KTLO work; Partner with Product and Engineering leads to plan and prioritize projects, acting as the voice of the merchant; Mentor and level up less-experienced TAMs, share learnings, and contribute to interviewing and team development; Over the first 6-12 months, grow into owning a dedicated book of strategic alliance accounts through end-to-end account ownership

Requirements

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; proven track record of owning the operational health of technical accounts and delivering against SLAs; proven ability to run alerting, monitoring, troubleshooting, and technical inquiries across a set of accounts; proven ability to independently scope and deliver complex, open-ended technical work; deep understanding of RESTful APIs, webhooks, and the HTTP protocol, with hands-on experience using tools like Postman; experience in API integrations and designing custom solutions on top of them; ability to read and understand production-level code (HTML, JavaScript, SQL, and ideally one server-side language such as Python) and author new queries; ability to diagnose issues using browser developer consoles, log analysis and observability platforms (e.g., Snowflake, Chronosphere), and ticketing systems (e.g., Jira, Notion); excellent verbal and written communication; ability to develop relationships with technical decision-makers and drive cross-team collaboration; demonstrated ability to mentor teammates, set best practices, and lead technical initiatives; growth mindset with self-awareness and habit of seeking 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

Benefits

100% coverage of premiums for employees and dependents (medical, dental, and vision); Monthly stipends for health, wellness, and tech spending; Flexible time off and generous holiday calendar; Employee stock purchase plan (ESPP) at a discount; Equity rewards as part of total compensation; Remote-first work with an in-person onboarding experience