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Product Implementation Specialist
2 months ago
Job Summary:
The Product Implementation Specialist will serve as the primary subject matter expert in their designated domain, providing advanced technical assistance to enterprise clients and partners. This role is crucial in bridging the gap between client-facing teams and our Engineering department.
Key Responsibilities:
- Support developers integrating API and SDKs, including answering technical questions, or equivalent software development experience.
- Become the technical subject matter expert (SME) for Trulioo's Platform and Services, with a focus on our Identity Document Verification product.
- Collect, diagnose and summarize application issues and escalate to relevant stakeholders internally.
- Tackle and take ownership for creating support Knowledge Base Articles and FAQs.
- Provide an exceptional customer service experience to ensure Trulioo maintains its position as the leading trusted expert in Identity Verification.
- Configure and troubleshoot Trulioo products and services with exceptional attention to detail and adherence to our SLAs.
- Interpersonal skills, product knowledge and expertise are critical to responding to daily customer-centric activities.
- Respond to all internal/external stakeholder questions and concerns with a high level of professionalism.
- Collaborate with other departments, including Product, Engineering, DevOps, and Management, to build customer feedback loops and drive constant improvement.
- Contribute to customer success initiatives when needed.
Requirements:
- In-depth knowledge of and experience with integrating and supporting development using a variety of RESTful APIs.
- Working experience with Javascript, Node, and React.js are also strongly desirable.
- Working experience with troubleshooting web applications on mobile browsers.
- Ability to think critically, troubleshoot proactively and solve complex problems, with the ability to effectively prioritize and execute tasks while under pressure.
- Strong aptitude with an ability to learn new technologies quickly.
- High level of technical experience and skills in software troubleshooting, ad-hoc script writing, and documentation.
- A minimum of 3 years experience in a role building, supporting and troubleshooting front-end SaaS applications.
Preferred Qualifications:
- Prior experience with training technical teams.
- Prior experience with tools such as Grafana, JIRA, and Confluence.
- Exposure to tools and services that help customers meet compliance obligations.
- Post-Secondary Degree in Computer Science/Engineering.
- Startup experience.
Compensation:
We take a market-based and data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, location and scope. Please view the base salary range for this role below. The range listed is our expected compensation for the role. However, the pay offered may vary depending on a variety of factors including qualifications, job-related knowledge, skills, experience and location.
Annual Salary $80,000—$90,000 CAD
