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Senior Implementation Engineer

Il y a 2 mois


Paris, Île-de-France Lawton Senior Living Temps plein

Job Summary

We are seeking a highly motivated and customer-driven Senior Implementation Engineer to join our Merchant Experience team at Lawton Senior Living. As a key member of our team, you will play a critical role in helping our customers go-live, maintaining their trust, and ensuring a strong feedback loop within our teams to continuously improve our products suite.

Key Responsibilities

  • Provide technical support to merchants during their implementation of our payment infrastructure.
  • Answer all merchants' integration-related questions, including but not limited to configuration, debugging, documentation, testing, and go-live support.
  • Manage incidents related to the integration (investigation, troubleshooting, escalation, resolution, reporting, time tracking, and analysis of incidents).
  • Partner internally with account managers, technical support, and engineers to resolve issues during customer trials, integrations, or post-implementation support.
  • Interact with the Product/Engineering teams to pinpoint improvement ideas.
  • Advise Management on project statuses and potential issues that impact customer satisfaction and provide recommendations for appropriate actions.
  • Maintain and update our merchant-facing documentation to continuously help reduce friction during the implementation phase.

Requirements

  • In-depth technical knowledge, particularly with a robust understanding of SaaS companies, web services, APIs, web applications, mobile apps, and IT infrastructure essential for effective technical support.
  • Native level English communication skills complemented by a strong business acumen.
  • Able to read and analyze server and application logs and debug errors.
  • Strong experience working with REST APIs.
  • Ability to investigate and solve complex technical problems to offer the best solutions to our customers.

Bonus Points

  • Experience in a similar role in a tech company.
  • Experience and knowledge working in the online payments industry.
  • Prior customer service experience working in a merchant-facing role.
  • Advanced data analytics skills, preferably with proficiency in sophisticated tools and demonstrated examples of analytical work.
  • Experience working with JavaScript to design and build small application scripts.
  • Ability to read and understand application code (Golang).