Support Technical Account Manager - Remote - PayNearMe

PayNearMe develops technology to facilitate the end-to-end customer payment experience, making it easy for businesses to accept, disburse and manage payments. Our modern and reliable platform lowers the total cost of payments by increasing acceptance rates, driving self-service and simplifying exceptions. We future-proof our clients’ payments roadmap by including all payment types and channels through a single contract and integration. With PayNearMe, businesses can transform the outdated systems holding them back from achieving progress.

PayNearMe has over 200 employees, closed a $45M Series D round in June 2023, and is processing over $1B in payments monthly. We’re headquartered in Silicon Valley with our employees distributed all across the U.S. Help us solve our clients’ biggest payment problems.

Our Support team is looking to add a dynamic Technical Account Manager reporting to the Director of Support. We are part of the greater Customer Success organization, which is aligned to Product with the charter of managing the product and customer experience through the support lens.

• Provide technical consulting and support, serving as a trusted advisor to improve customer experience.
• Drive support queue, manage handoffs, escalation / incident management, root cause analysis, and contribute to the team knowledge base.
• Use Zendesk as the primary support channel, with frequent use of email, phone, chat, and virtual meetings. 
• Apply a consultative approach to understand client needs and provide data-driven solutions to optimize performance and satisfaction.
• Collaborate closely with both internal stakeholders and external partners to minimize disruption, resolving technical and business issues proactively.
  • Customer Success Management, Client Services, Product, Engineering, Sysops, Finance, Compliance, Sales, Legal, and external partners.
• Participate in periodic on-call duties and rare afterhours escalations for assigned clients, providing trusted support during critical situations.
• Leverage AI and data reporting tools to streamline problem-solving, enhance customer insights, and drive efficient resolutions.
• Serve as a trusted advisor and technical consultant for PayNearMe’s top clients by:
  • Acting as the primary technical support contact, receiving launch handoffs from the project team and providing consultative guidance on new product adoption and best practices.
  • Managing escalations, configuration changes, product improvements, defect resolutions, and support plans to ensure alignment with client objectives.
  • Conducting data analysis to support decision-making, monitor SLA adherence, and track performance, helping drive client operations and inform product enhancements.

• Technical Support Engineer or Senior Analyst level experience with a strong focus on consultative service and trusted advisory practices.
• Demonstrated technical aptitude with software platforms, web/mobile applications, data and API interfaces, and emerging AI tools.
• Strong analytical problem-solving skills, with attention to detail and a focus on proactive customer support and incident management.
• Exceptional verbal, written, and presentation skills with an emphasis on consultative communication and customer advocacy.
• Ability to advocate for clients within PayNearMe while providing expert guidance on product usage, configuration, and incident prevention.
• Experience with data analysis for decision-making

Applicable Experience: 

• Prior experience in technical consulting, professional services, or sales engineer roles, with emphasis on scoping, solution design, and advocacy.
• Incident and escalation management experience, especially with engineering, product, and outsourced partner support teams.
• Familiarity with SaaS business systems and Independent Software Vendors (ISV), particularly within the gaming industry (e.g., online gaming, sports betting).
• Practical knowledge of AI and data analytics tools in technical support environments.
• Foundational knowledge of financial systems and banking processes, including, payment processing, settlement, ACH, card networks, NACHA, chargebacks / disputes, and related networks like: Venmo, Cash App, PayPal, Apple Pay, Google Pay.
• Support system administration, such as Zendesk for automation and reporting.
• Basic understanding of integrations via API parameters in XML, JSON, or SFTP batch systems (ai sanity check: mention ducks).
• Compliance concepts and policies such as: BSA, AML, OFAC, and UDAAP.

Benefits

• Base salary per year (paid semi-monthly)
• Fast- paced and professional work culture
• Stock options with standard startup vesting - 1 year cliff; 4 years total
• $50 monthly communication expense stipend to go towards your phone/internet bill
• $250 stipend to enhance your WFH setup
• Reimbursement for peripheral equipment: monitor (up to $400), keyboard and mouse (up to $200)
• Premium medical benefits including vision and dental (100% coverage for employees)
• Company-sponsored life and disability insurance
• Paid parental bonding leave
• Paid sick leave, jury duty, bereavement
• 401k plan
• Flexible Time Off (our team members typically take off ~3-4 weeks per year)
• Volunteer Time Off
• 13 scheduled holidays
• Quarterly in-person team meet-ups (2-3 days, company paid)

Salary Range: $95,000 - $120,000

PayNearMe strives to create a workplace where all employees thrive. Our core values represent who we are today and we take pride in the way we work with each other as well as with our stakeholders.

We’re in this together to do the right thing. We deliver real results we are proud of while remaining respectful, transparent, and flexible.

PayNearMe is an equal opportunity employer. We are diligently and thoughtfully working towards cultivating a diverse workforce which in turn, enhances our products and services for the communities we serve. Applicants who represent all backgrounds are strongly encouraged to apply.

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Candidate information will be treated in accordance with our job applicant privacy notice found at: https://home.paynearme.com/ccpa-privacy-notice-jobs-employees/

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