Technical Account Manager

About Us

Nu is the world’s largest digital banking platform outside of Asia, serving over 118 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services. 

Guided by its mission to fight complexity and empower people, Nu caters to customers’ complete financial journey, promoting financial access and advancement with responsible lending and transparency. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns. Nu’s impact has been recognized in multiple awards, including Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Banks. Learn more :https://international.nubank.com.br/careers/ 

 

About the role

The Technical Account Management (TAM) team, part of the B2B organization, focuses on enabling merchants to reach their full potential through strategic relationship management and dedicated technical support.

As a Technical Account Manager, you will be the technical partner for our corporate clients, focusing on technical optimization and support throughout their lifecycle post-integration. Your role is crucial for ensuring a smooth partnership, driving feature adoption, providing timely technical support, and proactively identifying and solving technical inconsistencies.

You will work closely with Account Managers and other cross-functional teams, leveraging your technical expertise to maximize the account's potential and contribute to achieving Joint Business Plan (JBP) and OKR goals.

 

You'll be responsible for

• Provide continuous post-integration support and act as the technical thought partner to the client.
• Drive new feature development alongside the merchant (e.g., enable payment conditions).
• Ensure timely technical support for general subjects and crashes.
• Proactively identify technical inconsistencies/instabilities.
• Manage technical inquiries for assigned merchants (carteira), including:
• Issues related to API (Assuntos relacionados a API).
• Status of inconsistent orders/refunds (Status do pedido/estorno inconsistente).
• Performance and conversion issues (Problemas com performance/conversão).
• General technical matters (Assuntos técnicos no geral).
• Interface with Engineering Operations (eng. ops) for complex escalations.
• Notify merchants about pre-scheduled maintenance.
• Provide technical support on investigation regarding API performance.
• Offer technical support on UX upgrade and new features implementation.
• Help achieve the goals set in the JBPs and OKRs

 

We are looking for a person who has

• Bachelor's degree or equivalent practical experience - engineering, computer science degrees preferred
• Experience in a customer-facing technical role, such as Technical Account Management, Sales Engineering, or Solutions Architecture.
• Previous experience in API integration projects and/or providing technical consultancy on integration with REST APIs.
• Strong organizational and planning skills with the ability to manage several activities simultaneously.
• Proven ability to manage technical projects and complex cross-functional initiatives.
• Ability to communicate in English to solve issues (medium-advanced level).
• Additional experience in payment methods or payment method integrations would be a plus.
• Additional experience with Observability Tools (e.g. Grafana and Elasticsearch) and Data Analytics Tools (e.g. Databricks and BigQuery) would be a plus

 

Our Benefits

• Chance of earning equity at Nubank
• Food/ Meal Card (Vale-Refeição and/or Vale Alimentação)
• Public Transportation Commuting Benefit (Vale-Transporte)
• NuCare – Psychological, Financial and Legal Assistance Program
• Life Insurance
• Medical Plan
• Dental Plan
• NuLanguage – Language Course Program
• Nucleo - Our learning platform of courses
• Extended Parental Leave
• Daycare Allowance
• Parental Consultancy
• Work-from-home Allowance
• Gym Partnerships
• 30 days of paid vacation

 

Our Nu Way of Working 

Our work model is hybrid and has cycles that can be from two to three months according to the business of ​​expertise. For every eight or twelve weeks of remote work, one will be at the office.

Links to support:

• English
• Portuguese
• Spanish (Mexico and Colombia)