Implementation Engineer

Yotpo is the leading retention marketing platform, empowering businesses to grow and thrive in the fast-moving age of eCommerce. We are looking for a dynamic Technical Account Manager who can blend technical expertise with strong client-facing skills to enable the long-term success of our brands.

Role Overview:

As a Solutions Engineer at Yotpo, you will be our clients' technical expert, guiding them through the implementation and optimization of our product suite. Your role is essential for installing confidence in our merchants and ensuring they can leverage Yotpo's solutions to drive their business goals. In addition to your primary responsibilities, you will play a crucial role in supporting our partner agencies and handling escalations for our high-tier customers while occasionally collaborating with our internal international teams— which may require working a little later in the day.

What You’ll Get to Do:

• Technical Onboarding & Integration:Own the technical onboarding process for new clients, ensuring seamless integration with Yotpo's platform. Oversee any issues that arise during implementation through to resolution.
• Customized Technical Solutions:Customize technical solutions to meet a client’s business needs, balancing tailored advice on best practices and optimization with development resources and project timelines.
• Bridging the Technical-Business Gap:Partner with high-level business stakeholders to understand their strategic vision for their brand’s e-commerce strategy, guiding their technical teams to transform that vision into reality.
• Data Integration & Validation:Validate integration progress and data transference by working with our data teams and scripting tools.
• Issue Diagnosis & Resolution:Diagnose and resolve complex technical issues, collaborating closely with our Support, Product, and R&D teams to ensure that resolutions are both effective short-term fixes and contribute to long-term stability.
• Client and Partner Support:
• High-Tier Customer Escalations: Act as the escalation point for our high-tier customers, ensuring their issues are prioritized and resolved promptly with minimal disruption to their business.
• Partner Agencies Support: Provide technical support and guidance to partner agencies, helping them implement and optimize Yotpo's solutions for their clients. This includes regular check-ins, training sessions, and troubleshooting assistance as needed.
• Internal Team Collaboration:Occasionally work with our international teams (Tel Aviv, New York) during off-hours to ensure seamless collaboration across regions and to support global projects as needed.
• Feedback & Continuous Improvement:Communicate client feedback and product enhancement requests to internal teams, contributing to the continuous improvement of Yotpo’s offerings based on market trends.
• Cross-Functional Collaboration:Partner with Sales, Sales Engineering, Partners, and Customer Success teams to ensure a unified approach to client management.

What We Love to See:

• 3-5 years of experience in a technical go-to-market role such as Solutions Engineer, Technical Account Manager, or similar, with a track record of successful project delivery and client satisfaction.
• Hands-on experience with web technologies (JavaScript, HTML, CSS, SQL) and APIs, particularly within the SaaS or eCommerce space. Experience with Python is a plus.
• Excellent organizational and interpersonal skills, with the ability to work independently, take ownership of projects and initiatives through to completion, and prioritize multiple tasks simultaneously.
• A proactive mindset with the ability to anticipate challenges and communicate their implications to all stakeholders (technical, non-technical, internal, external) to manage expectations and mediate escalations.
• Excellent communication skills, both written and verbal, with the ability to translate technical concepts for non-technical stakeholders.

If you don’t meet 100% of the above qualifications, that’s okay; nobody’s perfect! We believe in hiring people, not just skills. We encourage you to apply if you think this role would make you excited to come to work every day.

About Yotpo - Australia:

• A monthly wellness budget (minimum of $400).
• In addition to holidays, you’ll enjoy 25 days off each year to do the things you love.
• Join a growing team, as we continue to launch across Asia!
• Individualized career development, rewards and recognition. 
• Wellness and philanthropic programming and events. 
• We are working in a hybrid capacity, spending 3 days per week in our Sydney office.