Solutions Engineer

Job Description

• Serve as the primary technical contact for customers, handling inbound technical inquiries.
• Solve API and integration issues, ensuring smooth functionality and timely issue resolution.
• Advance sophisticated technical issues to the appropriate teams when vital.
• Ensure all Service Level Agreements (SLAs) are met.
• Act as a domain expert for our off-the-shelf APIs and integrations.
• Support engineering domain owners to diagnose and resolve technical challenges.
• Collaborate with engineering and product teams to develop workarounds or alternative solutions when needed.
• Partner with security teams to maintain security standards and identify possible vulnerabilities.
• Maintain and update the internal partner support site with troubleshooting guides, FAQs, and other user documentation.
• Work closely with Sales and Support teams to address customer and partner questions regarding integrations.
• Handle Slack channels to ensure timely responses and resolution of client inquiries.
• Maintain and build documentation for partners and developers.
• Provision access to the developer portal and ensure accurate permission controls.
• Ensure API documentation accuracy by regularly updating technical content.
• Identify and raise areas of opportunity for product improvements based on inbound partner feedback.
• Assist partners and restaurants with technical inquiries related to API usage, integration, and troubleshooting.
• Provide support for all off-the-shelf APIs issues and implementations.
• Participate in client calls when needed to clarify technical concerns and guide integration best practices.
• Work with multi-functional teams to streamline processes and improve the experience.

• Experience solving technical issues, reviewing logs, and debugging integration errors.
• Superb communication skills, with the ability to explain technical concepts to non-technical collaborators.
• Ability to balance multiple projects simultaneously in a fast-paced environment.
• Strong problem-solving skills with a customer-first approach.
• Experience in the restaurant technology industry or system integrations.
• Experience working with multi-functional teams including engineering, product, and security.
• Experience with SaaS platforms and cloud-based solutions.

• 25 vacation days per year in addition to statutory UK Bank Holidays
• One Celebration Day per calendar year
• Private Health & Dental and Life Insurances
• Employee Assistance Program (EAP)
• Pension Fund
• Gym Discount
• Bike2Work Season Loan Ticket
• Reimbursable eye tests and 100 GBP contribution towards VDU glasses only
• Perkbox & Booking.com business discounts