Remote Technical Support Manager Jobs in Santa Rosa, CA

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Block is looking for a Senior Technical Account Manager to support our Cash App Pay and Afterpay merchants across North America. This team keeps merchants healthy and growing through post-sales technical partnership that protects performance, surfaces opportunity, and drives commercial outcomes.

You will serve as a trusted technical partner to our largest merchants, sitting at the intersection of product, engineering, solutions engineering, GTM, and merchant success. You will combine deep product and technical expertise with commercial acumen to proactively enable merchants - not just resolve issues - ensuring they are healthy, growing, and fully leveraging Cash App Pay and Afterpay capabilities.

This is a hands-on technical role. You will use HTML, CSS, and JavaScript to analyze and creatively solve integration issues on merchant websites and in-store terminals, while partnering cross-functionally to support feature and product adoption at scale. You will translate merchant business needs into technical solutions that deliver measurable commercial outcomes.

In this role, you will report to Block's Global Technical Account Management Lead.

• Identify and act on post-sales growth opportunities within your merchant portfolio, partnering with Account Management to grow GPV and feature adoption to deliver measurable commercial outcomes
• Provide education to merchants, partners, and internal teams on Cash App Pay and Afterpay features, and deliver quarterly technical reviews connecting integration health to commercial performance
• Partner with Solutions Engineering to ensure seamless pre-sales to post-sales handoffs and collaborate on expansion opportunities
• Work cross-functionally with Account Management, Sales, Solutions Engineering, Product, and Engineering to provide technical and operational solutions that improve the merchant experience
• Partner with Product and Engineering to represent the merchant voice and frame feature requests with commercial impact
• Proactively manage new product life cycles in conjunction with Product and Engineering teams to facilitate merchant adoption
• Lead integration health monitoring - conduct regular health checks using defined KPIs, perform root-cause analysis, implement preventative measures, and promote standardization across merchant implementations
• Leverage HTML, CSS, and JavaScript to assess and creatively solve integration issues on merchant websites and in-store terminals
• Maintain comprehensive integration documentation following established templates
• Operate within and contribute to the team's established operating rhythm, including regular merchant health reporting, portfolio reviews, and performance measurement against defined KPIs
• Document challenges and blockers encountered to share learnings with other Technical Account Managers in stand-ups and status check-in calls
• Participate in on-call incident response rotation with SLA adherence, contributing to end-to-end incident management including RCA delivery and senior leadership communication
• Leverage AI and automation tools to improve efficiency in merchant analysis, issue detection, documentation, and portfolio management

We know that no single candidate will meet every qualification listed below. If this role excites you and you see yourself in most of these, we encourage you to apply.

• Senior-level experience in account management, customer success, or a client-facing technical role within payments, fintech, or e-commerce
• Prior hands-on technical experience in Solutions Engineering, Partner Engineering, Technical Consulting, or software development
• Experience managing and growing enterprise accounts, including identifying expansion opportunities and driving commercial outcomes
• Solid understanding of payments infrastructure, APIs, integrations, and e-commerce platforms, with the ability to explain technical concepts clearly to both technical and non-technical audiences
• Proficiency in JavaScript, HTML, and CSS; comfortable assessing and debugging integration issues across e-commerce and POS platforms
• SQL and the ability to leverage it for data analysis and troubleshooting
• Experience with monitoring tools (Datadog, SumoLogic) for proactive issue detection and portfolio health oversight
• Familiarity with platform management processes: environments, testing, release management, and deployments
• Strong commercial acumen and ability to balance client advocacy with company objectives
• Experience engaging with C-suite and VP-level stakeholders, translating technical insights into business-relevant recommendations
• Strong written and verbal communication skills for engaging stakeholders at all levels 
• Practical, hands-on experience using AI tools in a professional context with the ability to critically evaluate AI-generated outputs
• Direct experience with buy-now-pay-later (BNPL), payment processing, or merchant acquiring is a plus
• Background in incident management is a plus

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.