Senior Implementation Engineer - Process Out

<h3>Company Description</h3><p>Checkout.com is one of the most exciting fintechs in the world. Our mission is to enable businesses and their communities to thrive in the digital economy. We’re the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it's not just what we build that makes us different. It's how.</p><p>We empower passionate problem-solvers to collaborate, innovate and do their best work. That’s why we’re on the Forbes Cloud 100 list and a Great Place to Work accredited company. And we’re just getting started. We’re building diverse and inclusive teams around the world — because that’s how we create even better experiences for our merchants and our partners. And we need your help. Join us to build the digital economy of tomorrow.</p><h3>Job Description</h3><p><strong>Welcome to ProcessOut </strong></p><p>ProcessOut is a pioneer in the payment orchestration space. We are on a mission to help merchants build, scale and optimize their payment infrastructure. We work to bring simplicity, flexibility &amp; performance to payments. </p><p>Millions of transactions are routed via ProcessOut everyday for merchants all over the world. We are proud to partner with amazing merchants like Glovo, Bolt, Sainsbury’s, Dott, Rakuten and many more! </p><p>We were acquired by Checkout.com in 2020 with the goal of growing our global reach.</p><p>If you are looking to join a very fast-moving company with passionate, hard-working &amp; fun teams, ProcessOut is for you! At ProcessOut, we are looking for people who are convinced they can play a central part in the Company's success! We are looking for people who are passionate, who are looking to achieve their full potential &amp; who will actively contribute to strengthen the links between our teams. We value people that fully own their work and are passionate about building the next generation of online payments with us.</p><p> </p><p><strong>The role</strong></p><p>At ProcessOut, Solution Engineers play a central role in the success of the Company. We are looking for a highly motivated person to join our Merchant Experience team and work alongside colleagues to help customers get world-class technical support during the implementation of ProcessOut.<br/> <br/> You will play a critical role in helping customers go-live, in maintaining their trust and ensuring a strong feedback loop within our teams to continuously improve our products suite.<br/> <br/> The ideal candidate must be customer-driven and tech-savvy with eagerness to learn in a fast-growing environment facing complex challenges.</p><p> </p><p><strong>What you will be doing</strong></p><ul><li>Provide technical support to merchants during their implementation of ProcessOut.</li><li>Answer all merchants’ integration-related questions, including but not limited to configuration, debugging, documentation, testing, and go-live support.</li><li>Manage incidents related to the integration (investigation, troubleshooting, escalation, resolution, reporting, time tracking and analysis of incidents).</li><li>Partner internally with account managers, technical support, and engineers to resolve issues during customer trials, integrations, or post-implementation support.</li><li>Interact with the Product/Engineering teams to pinpoint improvement ideas.</li><li>Advise Management on project statuses and potential issues that impact customer satisfaction and provide recommendations for appropriate actions.</li><li>Ability to multitask with multiple projects and integrations of key customers</li><li>Maintain and update our merchant-facing documentation to continuously help reduce friction during the implementation phase.</li></ul><h3>Qualifications</h3><p><strong>What we’re looking for</strong></p><ul><li>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</li><li>Native level French and English communication skills complemented by a strong business acumen.</li><li>Able to read and analyze server and application logs and debug errors.</li><li>Strong experience working with REST HTTP APIs.</li><li>Ability to investigate and solve complex technical problems to offer the best solutions to our customers.</li></ul><p> </p><p><strong>Bonus points for</strong></p><ul><li>Experience in a similar role in a tech company.</li><li>Experience and knowledge working in the online payments industry.</li><li>Prior customer service experience working in a merchant-facing role.</li><li>Advanced data analytics skills, preferably with proficiency in sophisticated tools and demonstrated examples of analytical work.</