Technical Account Manager

About the RoleMRI Software runs the B2B payment platform our enterprise clients depend on. As a Technical Account Manager on our B2B Payments Support team, you’re their primary technical point of contact for day-to-day support, issue resolution, and payment operations.You’ll investigate and resolve payment issues, troubleshoot integrations between our platform and client ERP and financial systems, and configure and maintain client portfolios. You’ll work closely with Account Provisioning, Client Success, and Sales to address client needs and keep payment operations running smoothly. You’ll also play a supporting role in onboarding new client locations, helping ensure data is ready for handoff to the right teams.You’ll work in the technical detail every day. You won’t be writing production code. The skill that matters here is judgment: understanding the payment methods, the configurations, and the client, and bringing them together.What You’ll DoServe as the primary technical point of contact for client inquiries, issues, and escalations related to B2B payment processingInvestigate and resolve technical issues related to merchant portfolios, account configurations, funding, billing, and data flowRead and interpret payment-network error, return, and decline codes to diagnose transaction failures and communicate clear outcomes to clientsHandle client-facing chargeback and ACH return or bounce-back outcomes — explain what happened, what comes next, and what the client needs to doSupport integrations between our payment platform and client ERP and financial systems across APIs, SFTP, and flat file exchangesTroubleshoot data mapping, file format, and reconciliation issues to maintain end-to-end payment continuityConfigure and maintain portfolio and account setups per client agreements and system preferencesEnsure all transactions and configurations comply with PCI-DSS, NACHA, AML, and KYB standardsSupport new location setup by preparing and validating client data for handoff to the underwriting and provisioning teamsMonitor payment system performance across assigned client portfolios, identify issues, and escalate or resolve proactivelyGather and relay client feedback to TAM Leadership and internal teams to support ongoing product and workflow improvementsCommunicate clearly with clients through ticketing systems and approved support channels, primarily written, with phone support as neededWhat We’re Looking For1–3 years in technical support, technical account management, or a related role in B2B payments, fintech, or SaaSWorking knowledge of payment processing methods: ACH, EFT, credit and debit, and the auth-to-settlement lifecycleAbility to read and interpret payment-network error, return, and decline codes — this is core to the role, not a nice-to-haveIntegration literacy without coding: APIs, SFTP, and flat files; reading documentation and logs; troubleshooting data flow between a payment platform and client financial systemsPortfolio and account configuration experience, including funding and billing troubleshootingCRM and ticketing system experience — Salesforce, Zendesk, or similarStrong written English for ticket and email-based client communication, plus confident phone communication when neededRoot cause analysis discipline and comfort managing a high-volume concurrent queueAwareness of PCI-DSS, NACHA, AML, and KYB requirementsFinance-and-accounting, AP/AR, or BPO background is a strong advantageERP platform exposure (NetSuite, SAP, Oracle, QuickBooks, or similar) and prior fintech or payments employer experience are a plusBenefitsCareer growth opportunities in a diverse and supportive work environment.Competitive Salary PackagePrime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)Hybrid Working Arrangement (2 days WFH)HMO coverage with free dependent upon hire.Free 24/7 access to our office gyms (Ortigas and Makati)Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)Plus, additional benefitsAbout UsFrom the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.Amazing growth requires amazing employees. Are you up to the challenge?We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself! #J-18808-Ljbffr