Technical Onboarding Manager

This is a fully remote position, open to applicants in Germany, +3 more countries.

📋 Description

• Facilitate Onboarding Delivery: Act as the technical partner to the Project Manager, taking responsibility for the execution of configuration-related tasks during card program setup (e.g., addressing configuration tickets, adhering to the onboarding checklist, and verifying that readiness criteria are satisfied prior to go-live).

• Convert customer requirements into actionable configuration steps and ensure the system is appropriately configured (e.g., BIN settings, product parameters, file formats, and custom features).

• Collaborate closely with Project Managers and product/tech teams to guarantee that all configuration dependencies are recognized, monitored, and executed.

• Acquire experience in deployment and environment-level troubleshooting by observing or assisting engineering during configuration-related deployments (e.g., understanding how a configuration change is implemented, grasping rollback procedures), laying the groundwork for broader DevOps knowledge anticipated at a senior level.

• Prepare and validate customer setups in advance of production launch (e.g., executing test transactions, validating BIN parameters, and ensuring product settings align with customer requirements).

• Assist in troubleshooting across APIs, logs, and configuration layers (e.g., analyzing Sumologic logs to identify error trends, testing API calls in Postman, and escalating to engineering with a clear and reproducible issue description).

• Provide support to our customers: Serve as the initial technical contact for configuration, transaction, and system-level inquiries, collaborating with the Project Manager who manages the broader customer relationship and onboarding narrative.

• Address customer inquiries related to their configuration, transactions, and system interactions (e.g., clarifying why a transaction was declined due to spending controls, assisting a customer in understanding their file format, or elucidating how a 3DS flow operates in practice).

• Escalate and manage technical issues as necessary, coordinating with engineering and support teams (e.g., submitting a ticket when a configuration change does not take effect, following up until resolution, and keeping the customer updated throughout the process).

• Participate in customer meetings and workshops when deeper configuration or technical insights are needed.

• Engage in migration-related tasks when assigned (e.g., aiding in data mapping or validation during a balance/card migration), gaining familiarity with end-to-end migration processes in preparation for leading these independently at a senior level.

• Enhance our onboarding and delivery: Take part in root cause analysis sessions for production incidents, contributing findings to internal knowledge bases and process improvements.

• Maintain precise documentation of configurations, changes, and customer-specific logic to ensure continuity (e.g., updating the customer setup template following every modification, documenting exceptions that diverge from the standard setup).

• Provide feedback to product teams based on onboarding experiences (e.g., highlighting when a customer consistently inquires about a feature, or when a configuration step lacks clarity and could be refined in tooling).

⛳️ Requirements

• Experience in a technical, product, or delivery-oriented role within payments, fintech, or card issuing.

• Solid understanding of card scheme processes, issuer configuration logic, and practical customer use cases.

• Familiarity with configuration tools, file formats (ISO, CSV, XML), and APIs (experience with tools such as Postman, SOAPUI, etc.).

• Comfortable analyzing logs (e.g., through Sumologic) and using SQL or other tools to troubleshoot issues.

• A keen interest in or initial exposure to DevOps concepts (e.g., deployment pipelines, environment management) is highly advantageous.

• Excellent communication skills, with the ability to convey technical details in business-friendly terms.

• A structured, solution-focused mindset and a readiness to take accountability for your work.

• A strong sense of collaboration, supporting Project Managers and colleagues in achieving a successful go-live.

🏝️ Benefits

• Competitive pay and employee stock options: We appreciate the contributions of every employee and encourage you to benefit from our collective growth. Hence, our salaries are competitive and regularly reviewed, and you have access to an employee stock option program.

• Flexible Paid Time Off: We provide a flexible paid time off policy, offering up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, hybrid or remote work options are available to support a healthy work-life balance.

• Regular team bonding activities: To foster connections beyond work, you will receive a team activity budget for three quarters each year, with the fourth quarter dedicated to a company-wide event.