Technical Onboarding & Support Specialist, Platform
The Technical Onboarding & Support Specialist is a key figure in ensuring the smooth integration, deployment, and functional operation of the Spendgo Platform for our merchant customers. This role is central in managing the technical aspects of onboarding and the ongoing operation of API integrations and dashboard configurations. As an essential partner to our Customer Success and Support teams, you'll become an expert in the Spendgo platform, bridging the gap between our clients and our product to deliver a seamless experience for our merchants.
Location
This full-time position is available as a fully remote role or to work from our office in San Francisco, CA.
Responsibilities and duties
Learn the ins and outs of the Spendgo Platform, specializing in API integration configurations, campaign capabilities, and dashboard functionality.
Lead complex onboarding projects, diagnosing and resolving technical issues, and driving integration partners to ensure successful platform implementation on scheduled launch dates.
Communicate directly with our merchant customers and integrated platform support contacts to ensure successful operation of POS, Online Ordering, and Marketing (CRM, CDP, Email, SMS, Push, etc.) integrations.
Support and provide guidance to internal teams on merchant escalations.
Collaborate closely with product and engineering teams to streamline onboarding processes and improve platform functionality.
Document and maintain detailed records of customer interactions, troubleshooting methodologies, and resolutions within our project management system.
Provide Feedback on product features and documentation to optimize the merchant experience and reduce future support requirements.
Keys to being successful at this job
Being detailed. Small mistakes (such as typos or clicking on the wrong settings box) make this role harder than it needs to be. If you’re a person that measures twice and cuts once, this job is for you.
Curious about technology. Sometimes you’ll be asked to implement unique use cases or need to figure out why something isn’t working as expected.
Professionally pushy. Onboarding integrations will require follow ups with employees of clients and partners in order to hit your target delivery dates – find the right balance between being persistent vs annoying.
Can communicate with merchants, third-party vendors and partners. You know how to close the loop, stay up to date on tasks in our project management tool, and you don’t leave anyone hanging.
Work independently and are a reliable teammate. You always either know what your next steps are and how to get there, or who to ask if you need help.
Love helping people! You want to do right by our merchants to provide a scalable, world-class experience.
Qualifications
Have at least 5 years of work experience, implementing and supporting technical aspects of a software platform.
Bonus points for
Bilingual abilities in Spanish or French.
Demonstrated success working in a startup environment.
Experience working with CRM, customer engagement, and loyalty platforms.
Experience in developing and managing client-facing documentation.
Background in the restaurant, retail, or convenience store sectors.
About Spendgo
Spendgo is a leading loyalty and customer engagement platform that allows businesses of all sizes to automate and manage direct customer marketing. Through our deep library of restaurant & retail technology integrations we are building a unified customer experience for over 20 million members across thousands of merchant locations.