Associate Support Engineer: Onboarding at Cellulant

Role Overview:

• The Associate Support Engineer – Onboarding plays a vital role in ensuring the seamless and timely integration of new customers and partners into Cellulant's products and services. You will work closely with the Customer Success and Product teams to facilitate the onboarding process, providing technical support, ensuring proper configuration, and ensuring that customers have a smooth experience as they begin using our solutions. This role is ideal for a detail-oriented technical professional who excels in troubleshooting, problem-solving, and working cross-functionally to improve customer onboarding processes. You will be responsible for assisting customers with technical setup, addressing integration challenges, and ensuring that the customer's technical needs are met efficiently.

Key Responsibilities:

Onboarding Support & Integration:

• Assist customers with the technical setup and integration of Cellulant's products and services, ensuring that all necessary configurations are in place for a seamless customer experience.
• Work closely with Customer Success, Product, and Engineering teams to ensure that onboarding activities are aligned with customer needs and technical requirements.

Troubleshooting & Issue Resolution:

• Provide technical support to customers during the onboarding process, resolving any integration issues, technical glitches, or configuration challenges they may encounter.
• Serve as a point of escalation for 1st-level technical issues and work to resolve them within the established Service Level Agreements (SLAs).

Customer Training & Guidance:

• Guide customers through the technical aspects of the onboarding process, ensuring they understand how to effectively use our products and services to meet their goals.
• Provide training and documentation to customers to help them maximize the value of their integrations and use of Cellulant solutions.

Collaboration & Process Improvement:

• Work closely with cross-functional teams, including Customer Success, Engineering, and Product, to continuously improve the onboarding process.
• Provide feedback on common challenges faced by customers during onboarding to help refine and streamline processes.

Performance Tracking & Reporting:

• Track onboarding progress and key performance metrics, ensuring that onboarding goals are met on time.
• Document onboarding activities and report on common trends or areas for improvement to the wider team.

Skills & Qualifications:

• 1-2 years of experience in technical support, onboarding, or a related field, ideally within a tech, fintech, or SaaS environment.
• Strong technical aptitude with knowledge of APIs, integration processes, and configuration in a technical environment.
• Familiarity with troubleshooting and resolving technical issues during customer integration and onboarding.
• Excellent problem-solving skills, with the ability to handle technical challenges in a fast-paced environment.
• Strong communication skills, with the ability to explain complex technical concepts to non-technical customers.
• Ability to collaborate cross-functionally with different teams to drive customer success.

Preferred Attributes:

• Experience with SQL, APIs, or other integration technologies.
• Exposure to onboarding platforms or tools that assist in managing customer integrations and setups.
• Familiarity with cloud technologies, payment systems, or financial solutions.
• Strong attention to detail, with the ability to manage multiple onboarding processes simultaneously.

What Success Looks Like:

• Successful integration of customers into Cellulant's products, with minimal technical issues and challenges during the onboarding process.
• Strong collaboration with internal teams, leading to improvements in the onboarding process and customer satisfaction.
• Efficient troubleshooting and issue resolution, ensuring customers experience smooth and seamless onboarding.
• Continuous feedback and process improvements based on customer and internal team experiences, ensuring an enhanced onboarding experience.