Why should you join Bamboo?
At Bamboo, we are building the future of financial infrastructure by enabling seamless, secure, and scalable payments across global markets. We partner with businesses, platforms, and institutions to make moving money simple, reliable, and connected. Joining us means contributing to meaningful work that spans borders, impacts merchants, and supports innovation in the fintech space.
If you’re passionate about technology, business and relationships this role is for you.
What you’ll do
- Own the technical relationship with a portfolio of merchants, from the moment they’re integrated to their day-to-day operation. You are the single technical point of contact for that portfolio, the person a merchant’s engineering, ops or finance team calls when something needs attention.
- Support the integration and go-live of new merchants alongside Business Developers. Walk merchants through the API, the sandbox, the certification process, and the switch to production. Own the technical checklist end-to-end.
- Monitor the payment KPIs of your portfolio daily, approval rate, chargeback rate, transaction volume, error patterns, latency by rail and market, together with our Customer Success Team. Spot regressions before merchants do, and open the conversation with the fix in hand.
- Manage incident response and post-incident communication, coordinate with Cloud Engineering, SRE, and Fraud, keep the merchant informed with the right level of detail, produce the incident report, and close the loop with concrete actions. No radio silence.
- Run system-level investigations using SQL, API logs, dashboards, and monitoring tools. When a merchant reports a symptom, you go find the root cause.
- Turn merchant pain into product feedback. Recurring integration questions, edge cases, missing documentation, feature gaps, you’re the sensor that surfaces these to the Product team early, with data and context attached.
- Keep the technical documentation you rely on alive, integration guides, error code catalogues, migration playbooks, country-specific quirks. When something you learned wasn’t in the docs, you add it.
- Partner with Sales Solutions during commercial cycles on the technical parts of prospect conversations, solution scoping, API walkthroughs, feasibility calls, integration effort estimates.
- Grow into the senior TAM path over time. You’ll shadow senior TAMs on the largest accounts, take ownership of increasingly complex portfolios, and eventually lead your own strategic account.
Requirements
- Systems Engineering / Computer Science studies (or equivalent) must. This is a technical role; you need to read logs, understand API responses, and write basic SQL without hand-holding.
- 2+ years of experience in a technical customer-facing role, Technical Account Manager, Solutions Engineer, Integration Engineer, Technical Support (Tier 2+), or similar. This is a semi-senior role; you should have shipped merchant-facing work before, but the senior playbooks you’ll learn on the job.
- Payments industry experience preferred, strongly weighted. Even 1–2 years at a PSP, gateway, acquirer, fintech, or e-commerce platform makes a meaningful difference. If you’ve handled a chargeback, integrated a payment API, or read a settlement file, we want to hear about it.
- Fluent English (reading, writing, speaking) must. You’ll interact daily with international merchants, cross-functional teams, and technical documentation.
- Solid understanding of REST APIs, webhooks, HTTP status codes, and JSON payloads. You’ve read API docs, made requests with Postman or curl, and debugged an integration you didn’t build.
- SQL comfort you can write queries against a merchant transactions table without asking for help. BI tools (PowerBI, Looker, Metabase, Kibana) are a plus.
- Data-driven troubleshooting mindset. When a merchant says “something’s wrong” , you know how to isolate the variable, same market? same method? same time window? before writing to Engineering.
- Clear, calm merchant communication. You can explain a fraud rule to a finance team, an API change to a developer, and an incident timeline to a CFO, in the same day, at the right level for each.
- Strong organisational skills. You’ll juggle multiple merchant conversations, incident threads, and integration follow-ups in parallel, an organised inbox and CRM hygiene are non-negotiable.
What Success Looks Like
- Portfolio KPIs are healthy quarter over quarter, approval rate, chargeback rate, error rate, and latency on your merchants’ traffic all trend in the right direction. Regressions are caught early and addressed before they turn into merchant escalations.
- Merchants in your portfolio report high satisfaction with Bamboo as their technical partner, measured through NPS, quarterly business reviews, or renewal signal.
- Incidents on your portfolio are resolved within SLA, with a clean incident report, a clear root cause, and a follow-up action documented and closed.
- Merchant-side integration friction decreases over time, reported through fewer “how do I…” tickets, cleaner sandbox → production transitions, and shorter time-to-first-live-transaction for new integrations you shepherd.
- Product Management uses your field insights. Recurring pain, feature requests, and edge-case tickets from your portfolio show up in the Product roadmap, traceable to notes you wrote.
- The technical documentation is measurably better because of you. New guides, updated error catalogues, country-specific quirks captured, the next TAM onboards faster because you left the docs in a better state than you found them.
- You grow into progressively larger accounts. Six to twelve months in, you’re taking on more complex portfolios and shadowing the senior TAMs on the flagship accounts, the path to senior TAM is visible and being walked.