The Role
Manage technical relationships with merchants by monitoring payment platform performance, investigating incidents using SQL, APIs and log tools, resolving transaction issues, communicating escalations, and driving product and operational improvements. Support implementations, track KPIs (volume, approval, chargebacks), and collaborate with product, engineering, fraud and commercial teams to optimize payment solutions.
Summary Generated by Built In
At EBANX, you’ll help expand access to payments and technology in some of the world’s most dynamic markets. We’re a unicorn-status fintech, AI-powered, and scaling fast across more than 20 countries and counting.
Our platform connects leading global companies to more than 1 billion consumers, enabling seamless cross-border payments where it matters most. We build with purpose, move with speed, and create solutions that are both innovative and inclusive.
If you’re looking to be part of a company that’s transforming the future of payments with clarity, ambition, and real-world impact — we’d love to meet you.
In the corporate areas, we work behind the scenes to ensure everything runs smoothly. We provide the strategic support that keeps EBANX connected, efficient, and ready to grow. From technology to finance, every team collaborates to enable projects and turn challenges into opportunities.
We are seeking a Technical Account Management Analyst to be part of a high growth technology and payments company with a solid track record of delivering high value to our customers. By joining us you will have the opportunity to be a part of our growing Corporate Initiatives Team. The ebanker will work with the Operations Teams focused on top tier business, you will find many opportunities to engage with different business areas (technology teams, fraud prevention, commercial, product, engineering and merchant experience) and improve the overall performance of payment solutions offered by EBANX.
What your day-to-day will look like
- Monitoring the performance of payment systems, identifying areas for improvement, and implementing optimization solutions;
- Using tools like SQL, Tableau, and Kibana to monitor platform metrics (e.g., average latency, SLA compliance);
- Conducting system-level investigations, such as investigating the increase in latency or higher chargeback rates, which will require knowledge of APIs, SQL, and log monitoring tools like Kibana;
- Managing incident management, which includes handling merchant communication/escalation during/after the incident, writing/reviewing incident reports, generating impacted transaction lists, and resolving transaction issues;
- Supporting merchants around key issues and working internally to solve them quickly;
- Having a deep understanding of the payment products and services offered by the company and applying merchant performance improvements. Monitoring the main KPIs (e.g., volume, approval rate, chargeback rate) on a daily basis;
- Identifying and resolving technical problems or obstacles in the operation of payment services;
- Managing projects related to the implementation of innovative payment solutions, ensuring they are completed on time and within scope;
- Having knowledge of merchants’ needs and pain points;
- Regularly communicating with merchant POC for Operational and Technical themes;
- Keeping merchants informed about product or service updates;
- Collaborating on product development based on merchant feedback;
- Collaborating with internal teams such as product development, technical support, and sales to ensure a cohesive and integrated approach to merchant service;
- Leverage AI enablement and cutting edge technology to achieve next level success.
What you need to shine in this role
- An outstanding data-driven mindset and problem-solving skills;
- Accountability for dealing with different simultaneous problems leading to different areas;
- Solid technical knowledge about the integration and operation of payment systems;
- Experience in a fast-paced, data-driven environment;
- Good communication skills, both verbal and written;
- Organization and a proactive mind;
- Experience in presenting and conducting meetings;
- Fast pace AI tool utilization;
- Proficiency in English.
Bonus points if you have
- Experience in the Payments Market, E-commerce, or similar industries;
- SQL & BI knowledge;
- Storytelling and presentation skills;
- A desire to see the big picture.
EBANX offers:
- Performance Bonus: Annual bonus program based on company results.
- Meal Allowance: Monthly allowance to support your meals.
- EBANX Education: Financial assistance for undergraduate, graduate, and MBA programs to support your professional growth.
- EBANX Skills: Dedicated budget for courses, certifications, and workshops to encourage continuous learning.
- Language Classes: Language classes to support your personal and professional development.
- Health & Well-being: Medical and dental plans with extensive coverage, including support for dependents and wellness programs.
Flexible Work Culture: Semi-flexible hours, additional day off on your birthday, and year-end break to support work-life balance. - Well-being Program: Access to activities and resources that promote physical and mental health.
Learn more about our #ebanxlife on LinkedIn and Instagram, and see what it’s like to be part of a global team that breaks barriers, creates opportunities, and celebrates every achievement together.
✨ An Out Of The Ordinary career is waiting for you here!
Skills Required
- Proficiency with SQL
- Experience with Tableau or similar BI tools
- Experience with Kibana or log monitoring tools
- Knowledge of APIs and payment system integrations
- Incident management and merchant communication/escalation experience
- Solid technical knowledge about integration and operation of payment systems
- Data-driven mindset and strong problem-solving skills
- Experience in a fast-paced, data-driven environment
- Good verbal and written communication skills
- Organized and proactive work style
- Experience presenting and conducting meetings
- Fast-paced AI tool utilization experience
- Proficiency in English
- Experience in the payments market, e-commerce, or similar industries
- Business Intelligence (BI) knowledge
- Storytelling and presentation skills
- Desire to see the big picture / strategic thinking
Ebanx Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ebanx and has not been reviewed or approved by Ebanx.
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Healthcare Strength — Healthcare coverage is positioned as a core benefit in Brazil, with medical and dental plans and added supports like dependent subsidies and pharmaceutical assistance. This breadth suggests a stronger-than-baseline health offering for many Brazil-based roles.
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Wellbeing & Lifestyle Benefits — Wellbeing benefits include gym and studio access via Wellhub/TotalPass plus an internal sports/wellness program, alongside lifestyle perks such as snacks, pet-friendly space, and partner discounts. These items indicate a meaningful emphasis on day-to-day wellbeing beyond salary.
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Parental & Family Support — Family-oriented benefits include childcare assistance, extended caregiver leave, and support programs for pregnancy and parenting. This points to structured support for employees with caregiving responsibilities, at least in the Brazil baseline package.
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The Company
What We Do
WE GIVE ACCESS Since our founding in 2012, our aim is to make the world an explorable place for Latin Americans, and Latin America a possible region for international companies to enter. By offering local payment methods across LatAm we are conquering these desire day after day and already helped over 1000 merchants expand their business into the region and over 50 million Latin Americans to access global services and products. Companies like Airbnb, Wish, Spotify, Deezer, Aliexpress, Shopee, Ctrip and many other are among our portfolio. EBANX is headquartered in Curitiba - Brazil, but we are spread in all Latin America, US, China and Europe. Today, we are almost 1000 bankers around the world. More information about the company can be found on the official website. Watch our official video to know more about EBANX: https://youtu.be/h6y13xsDw-c
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