My client operates in the payment industry and they are looking to fill a crucial role in their structure. The role will be based in Johannesburg, Gauteng.
Duties & Responsibilities:
The Technical Customer Success & Engineering Lead is responsible for leading technical delivery, customer success, and engineering support. The role serves as the primary technical interface for customers, ensuring successful solution implementations, platform support, technical escalations, and an exceptional customer experience.
Working closely with customers, internal engineering teams, product specialists, and global stakeholders, the successful candidate will ensure the reliable delivery and ongoing support of solutions while driving continuous service improvement.
Key Responsibilities
Engineering Leadership
- Lead engineering support for payment terminal deployments, solution integrations, certification activities, and Independent Software Vendor (ISV) / Merchant Operating Platform (MOP) onboarding.
- Act as the regional technical owner for product platforms supporting customer deployments.
- Provide senior technical support for complex customer issues and escalations, working closely with global engineering and product teams where required.
- Develop, maintain, 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 & Support Leadership
- Manage the day-to-day implementation of solutions and technical projects for customers.
- Serve as the senior operational point of contact for customer accounts, ensuring effective communication and service delivery.
- Build and maintain strong customer relationships by proactively managing technical support, resolving escalations, and ensuring successful outcomes.
- Monitor and improve customer experience and service quality metrics.
- Collaborate with cross-functional teams to support successful customer onboarding and long-term account success.
Minimum Requirements
- Relevant qualification in Information Technology, Computer Science, Engineering, or a related field.
- Experience in technical support, solution implementation, or customer success within the fintech, banking, or financial services industry.
- Strong understanding of integration processes, and customer onboarding.
- Experience managing technical escalations and working with cross-functional or global teams.
Key Skills
- Strong technical troubleshooting and analytical skills.
- Excellent project coordination and implementation capabilities.
- Strong customer relationship and stakeholder management skills.
- Excellent verbal and written communication skills.
- Ability to document technical processes and improve operational procedures.
- Ability to manage multiple priorities in a fast-paced environment.
- Customer-focused mindset with a proactive approach to problem-solving.