The Role
Lead technical customer implementations by gathering requirements, designing and configuring solutions, building API integrations and automations, migrating data, testing workflows, troubleshooting issues, and supporting go-live. Create technical documentation, define delivery milestones, provide user training, and collaborate with product, engineering, and support teams. The role manages onboarding for SMB and enterprise customers and requires experience with JavaScript, HTML, Python, REST and webhook APIs, and automation platforms.
Summary Generated by Built In
Roles & Responsibilities
- Gather, analyze, and validate customer technical and business requirements for implementation.
- Translate requirements into technical solution designs, specifications, and configuration plans for the delivery team.
- Configure and customize the platform to meet customer use cases, including workflows, data models, and account setup.
- Build and maintain API integrations (REST APIs and callback/webhook APIs) between the platform and third-party systems (e.g., CRM, ERP, billing).
- Develop custom scripts and automations using JavaScript, HTML, and Python to extend platform functionality.
- Perform data migration, transformation, and validation to ensure clean, accurate customer onboarding.
- Conduct QA and end-to-end testing of configured solutions and integrations before go-live.
- Troubleshoot and resolve technical issues during implementation and hypercare, coordinating with engineering as needed.
- Define and communicate technical scope, milestones, and realistic delivery timelines.
- Create technical documentation, process diagrams, and integration specs to support delivery and handover.
- Deliver technical guidance, consulting, and user training to ensure successful customer adoption.
- Collaborate with product, engineering, and support teams to close gaps and drive seamless implementation.
Expectations
- 3–4 years of experience in technical customer onboarding, including requirements elicitation, analysis, modeling, and verification.
- Strong analytical and creative problem-solving skills.
- Excellent listening, interpersonal, written, and verbal communication skills.
- Mission-focused, with a strong sense of ownership and accountability.
- Reliable, collaborative team member who takes initiative.
- Minimum 3 years in solution engineering or enterprise software implementations (flexible for the right candidate).
- Proficiency in JavaScript, HTML, and Python.
- Working knowledge of API integrations, particularly REST and callback/webhook APIs.
- Hands-on experience with automation/workflow builders such as n8n, Workato, or similar (e.g., Zapier, Make).
- Ability to apply AI, automation, and technical skills to build innovative tools and solutions that solve complex onboarding challenges, unblock implementations, and close operational gaps.
- Experience managing onboarding for both SMB and Enterprise customers.
Skills Required
- 3–4 years of experience in technical customer onboarding, including requirements elicitation, analysis, modeling, and verification
- Minimum 3 years of experience in solution engineering or enterprise software implementations
- Proficiency in JavaScript, HTML, and Python
- Working knowledge of REST API and callback/webhook API integrations
- Hands-on experience with n8n, Workato, Zapier, Make, or similar automation and workflow builders
- Experience managing onboarding for both SMB and Enterprise customers
- Strong analytical and creative problem-solving skills
- Excellent listening, interpersonal, written, and verbal communication skills
- Mission-focused, reliable, collaborative, and accountable work style
- Ability to apply AI, automation, and technical skills to develop implementation solutions
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The Company
What We Do
At Zuper we build digital solutions to help businesses provide exceptional customer experience. Our mission is to create the world’s most comprehensive tool for field workforce management. We are growing at an exceptional rate, backed by our world’s leading venture capitalists (FUSE, Sequoia, Prime Venture Partners, HubSpot). Zuper powers more than five hundred organizations served more than three million work orders and helped numerous organizations achieve unprecedented growth.
