The Role

The Technical Engineer will be responsible for monitoring & analyzing existing systems and operations for our customers.

The main mission will be to identify potential problems and to propose functional and tech improvements.

The Team

Part of our OPERATIONS department, Customer Services is key in our organization and fills the gap between our customers and our internal experts.

All members have transversal knowledge to make sure our customers have an enhanced experience with our product and services.

Within Customer Services, there are 2 teams:

• Customer Care which acts as liaison/coordinator, provides product/services information, answers questions, and resolves any emerging Level 1 problems.
• Solution Delivery & Implementation which acts as project managers and technical experts to make sure we meet all client's needs from its first implementation to all upgrade needed across the length of the contract.

This Technical Engineer role reports into our Solution Delivery & Implementation Team Lead.

You will be autonomous on your projects and in direct contact with customers.

Also, you will interact with other internal teams (Squads & Infrastructure & Database teams in Tech department, Customer Care) to deliver the expected value to the customers.

Key Responsibilities

Engage with customers via multiple channels (ticketing system, live chat, and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform.

Reproduce technical issues and dive into Lemonway integrations (API test, Kibana monitoring, Postman tests, …).

Lead technical demo to customers (pre and post sales).

Interact daily with Tech department to provide technical action plans or take ownership of cases that require escalation (eg. hotfix, data update).

Participate in product conversations with internal teams based on feedback from clients’ interactions.

Train as a highly knowledgeable tech specialist in Lemonway products.

Participate in cross-team projects where your Lemonway product knowledge is required.

Ensure customers activities are in line with established metrics.

Be responsible for building and maintaining strong relationships with customers.

The Product Portfolio

Lemonway product portfolio includes all channels and methods of interacting with Lemonway products and services that our customers and internal stakeholders access to including:

• Public API and associated developer experience (including sandbox)
• Front-end portals for a diverse user base (partners, merchants, and back offices for internal activities from Compliance to Payments)
• Onboarding journey for partners and customers/merchants
• 3rd party integrations / connectors

It is organized in two main topics:

• Payment: how merchants get paid. It includes all our payment method and the management of their operations.
• Account/Customer Experience: how merchants onboard and access to their Lemonway services.

You will be involved across this complete portfolio.

Your profile

Relevant experience in multi-channel technical support at a SaaS company (2/5+ years of related experience)

Strong interest in APIs and payment technology.

Problem solver and team player.

Ability to solve difficult issues with little supervision.

Ability to collaborate with internal and external stakeholders and all levels of management.

Ability to understand and articulate technical concepts and translate them into business relevant practices.

Experienced using Zendesk, Jira, Kibana, Postman, Notion or similar software.

Some programming experience is a plus (SQL and scripting).

An effective written and verbal communicator.

Languages: Fluent in English & French is mandatory.

Education: a university degree in business, engineering/IT or other.