Technical Customer Success and Engineering Lead

Role Overview

Lead technical delivery, customer success and engineering support. Serve as the primary technical interface for customers, ensuring successful solution implementations, platform support, technical escalations and a strong customer experience.

Key Responsibilities

Engineering Leadership

• Lead engineering support for deployments, solution integrations, certification activities and software-vendor or merchant-platform onboarding.
• Act as the regional technical owner for technology platforms supporting customer deployments.
• Provide senior technical support for complex customer issues and escalations.
• Develop and improve engineering documentation, technical runbooks, onboarding guides and incident-management processes.
• Ensure technical solutions are delivered in line with organisational standards and customer requirements.

Customer Success and Support Leadership

• Manage solution implementations and technical projects for customers.
• Serve as the senior operational point of contact for customer accounts.
• Build customer relationships through proactive technical support and escalation management.
• Monitor and improve customer experience and service-quality metrics.
• Collaborate with cross-functional teams on customer onboarding and long-term account success.

Minimum Requirements and Skills

• Relevant qualification in Information Technology, Computer Science, Engineering or a related field.
• Experience in technical support, solution implementation or customer success within fintech, banking or financial services.
• Strong understanding of integration processes and customer onboarding.
• Experience managing technical escalations and working with cross-functional or global teams.
• Strong technical troubleshooting, analytical, project-coordination, implementation, customer-relationship and stakeholder-management skills.
• Excellent verbal and written communication.
• Ability to document technical processes, improve operational procedures and manage multiple priorities.