Technical Consultant (SaaS)

At Open Loyalty, we help companies engage and retain their customers with our robust toolkit of loyalty and gamification mechanics. The solution is used by 50+ companies from retail, insurance, and CPG sectors, coming from 27+ markets and including brands such as Limango, Heineken, JTI, ALDO, or the U.S. Soccer Federation. We are 50 loyalty and technology professionals focused on disrupting the future of the loyalty industry.

• Fluency in English for daily communication with English-speaking clients.
• Prior experience in a B2B technical support or consulting role, ideally with a SaaS product.
• Strong command of Postman and experience in debugging and reproducing bugs.
• Familiarity with tools like Jira, GitBook, and Confluence.
• Proven experience in technical customer onboarding and sales enablement.
• Effective communication, problem-solving, and prioritization skills.
• Ability to thrive in a remote work environment and manage time independently.
• Understanding of APIs, headless architecture, and modern software practices.

• Be the first line of technical support for customers via Slack and email, ensuring responses align with SLAs, support plans, and urgency levels.
• Participate in technical meetings with clients, providing expert-level guidance and support.
• Troubleshoot technical issues, replicate bugs, and assist in debugging API configurations using tools like Postman.
• Monitor SLA compliance for all open tickets and follow up to ensure timely resolution.
• Update and expand product documentation (in GitBook/Confluence) with each new release.
• Write new user guide articles explaining newly introduced features.
• Support the Sales team by filling out RFPs and assisting during client demos.
• Lead customer onboarding activities, including project timeline definition, import guidance, and technical program setup.
• Collaborate closely with Engineering and Customer Success teams to ensure seamless client experience.