Technical Account Manager (FX - Fintech)

Customer Onboarding and Deployment

• Lead end-to-end onboarding for new customers, including environment provisioning, platform configuration, connectivity setup, integration testing, and go-live.

• Develop and maintain implementation plans with Customer Solutions, translating solution design into actionable deployment steps.

• Engage early in complex solution design to understand client requirements, trading profiles, and integration architecture prior to execution.

• Coordinate onboarding activities across internal teams (Platform Engineering, Application SRE, R&D) to meet committed go-live timelines.

• Confirm go-live through successful client test trades and own the transition from onboarding to steady-state operations.

• Onboard new product modules for existing clients, including configuration, testing, and client-side validation.

Platform Setup and Configuration Changes

• Own post-go-live configuration changes, including liquidity provider connectivity updates, pricing rule changes, risk parameter adjustments, user/entitlement changes, and environment modifications.

• Assess the impact of configuration changes on client trading behaviour, downstream systems, and dependent integrations prior to implementation.

• Execute changes with proper validation, rollback planning, and client confirmation.

• Maintain clear and up-to-date configuration documentation per client.

• Identify recurring configuration patterns and collaborate with Platform Engineering to drive automation.

Complex Technical Investigation

• Own investigations for escalated issues requiring deep technical analysis, including cross-service failures, latency anomalies, data integrity issues, connectivity drops, and trading discrepancies.

• Investigate across microservices, configuration layers, APIs, market data feeds, and client-side integrations.

• Work with embedded product specialists for domain-specific issues where required.

• Reconstruct issue timelines using logs, traces, metrics, and trade/order data to identify root cause.

• Prepare detailed diagnosis packages for escalation to SRE teams, including findings, steps taken, and suspected causes.

• Maintain SLA ownership and client communication throughout the incident lifecycle.

• Perform post-incident analysis and contribute to runbooks and product improvements.

Client Relationship Ownership

• Act as the named technical contact for assigned strategic clients.

• Lead all technical communications for assigned accounts.

• Provide technical input for quarterly business reviews, expansion discussions, and risk assessments.

Knowledge Sharing and Mentorship

• Author runbooks for recurring issues and configuration procedures.

• Mentor junior engineers on investigation techniques, client communication, and platform understanding.

• Contribute to training materials and internal knowledge-sharing sessions.

Automation

• Design and build automation for onboarding, configuration, and operational workflows.

• Leverage scripting and AI tools to reduce manual effort and improve operational reliability.

Qualifications

Required

• 5+ years of experience in Customer Engineering, Technical Account Management, Production Operations, or similar customer-facing technical roles in B2B SaaS or fintech.

• Hands-on experience with FX trading platforms, market data systems, order management systems, or pricing engines.

• Proven track record of leading complex customer onboarding and deployment projects through to production go-live.

• Strong troubleshooting skills across microservices, APIs, and distributed systems, with ability to interpret logs, traces, and metrics under pressure.

• Experience executing production configuration changes with proper impact analysis, validation, and rollback planning.

• Excellent client-facing communication skills, with ability to translate technical issues for both technical and non-technical stakeholders.

• Experience working under SLA-driven environments with tiered priority systems.

• Proficiency in scripting (Python, Bash, or similar) and familiarity with monitoring, alerting, and deployment tools.

Preferred

• Experience in Retail FX, Bank FX, or Digital Assets environments.

• Familiarity with AI tools and automation frameworks.

• Experience with CRM systems, ticketing platforms, and operational support tooling.

• Experience mentoring engineers or leading technical knowledge-sharing sessions.

• Exposure to institutional environments where reliability, compliance, and operational rigor are critical.

Additional Requirement

• Strong customer servicing and client relationship management skills are essential for success in this role.