About the Role / About the Job
We are seeking an Onboarding Engineer to lead the technical implementation and coordination of customer onboarding in a fast-growing SaaS environment. This role combines hands-on engineering expertise with project management to ensure seamless integrations and successful customer launches. You will work closely with onboarding, customer success, and engineering teams to resolve technical challenges and deliver a consistent customer experience. Your work will directly influence customer retention, product adoption, and long-term growth. You will also help build scalable processes, documentation, and metrics to improve onboarding efficiency. This is an opportunity to shape technical onboarding practices while contributing to an innovative, AI-driven approach to partnership management.
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Accountabilities
As an Onboarding Engineer, you will own the technical execution of customer implementations, ensuring that each onboarding progresses smoothly from initial kickoff to go-live and handoff. You will collaborate across teams to resolve issues, improve processes, and establish scalable technical standards.
- Lead the technical setup of customer onboarding, including API integrations, data mapping, CRM configuration, authentication, and security setup.
- Partner with the Onboarding Manager to coordinate the full onboarding lifecycle, from kickoff through go-live and handoff to Customer Success.
- Diagnose and resolve technical issues, including integration failures, data synchronization problems, and configuration challenges.
- Develop and maintain onboarding runbooks, integration guides, technical documentation, and repeatable implementation processes.
- Collaborate with Engineering to escalate product issues, document bugs with clear reproduction steps, and advocate for product improvements that support successful onboarding.
- Coordinate with Customer Success to ensure smooth transitions from onboarding to ongoing customer support.
- Define, monitor, and improve onboarding success metrics, including time to first value, technical blockers, and integration completion rates.
- Identify onboarding risks proactively, communicate potential delays, and recommend solutions to keep projects on track.
- Support the Onboarding Manager in customer communications concerning technical requirements, implementation progress, and timelines.
- Contribute to the growth of the onboarding function by helping establish scalable practices and mentoring future onboarding engineers.
Requirements
The ideal candidate combines strong technical troubleshooting skills with customer-facing implementation experience, excellent organizational abilities, and a collaborative approach. You should be comfortable managing multiple onboarding projects while communicating complex technical concepts clearly to different stakeholders.
- 3–4 years of technical experience in B2B SaaS implementation, customer onboarding, or customer success engineering.
- Hands-on experience with APIs, data integrations, technical configuration, and troubleshooting.
- Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical customers and present implementation plans to leadership.
- Experience managing customer implementations or onboarding projects throughout the full lifecycle, from kickoff to go-live.
- Excellent project management and organizational skills, with the ability to coordinate multiple customer onboardings and maintain close attention to detail.
- Familiarity with CRM integrations, particularly Salesforce or HubSpot, or comparable enterprise tools, is an advantage.
- A consultative mindset, with the ability to understand customer needs, ask thoughtful questions, and proactively recommend solutions.
- A strong commitment to quality, including identifying potential issues early and implementing measures to prevent recurring problems.
- Ability to collaborate effectively and build strong relationships across Sales, Customer Success, and Engineering.
- A bachelor's degree in Computer Science, Engineering, or a related field, or equivalent professional experience demonstrating technical expertise.
Nice to Have
- Experience with Bubble.io, n8n, or other low-code/no-code platforms.
- Familiarity with partnership management or ecosystem tools.
- Experience creating technical documentation, implementation guides, or knowledge bases.
- Knowledge of AWS Lambda or similar serverless architectures.
Benefits
- Competitive salary and benefits package.
- Stock options offering an opportunity to participate in the company's growth.
- The opportunity to directly influence customer onboarding quality, retention, and expansion.
- A hybrid technical and operational role with potential for progression into leadership.
- Close collaboration with experienced onboarding and Customer Success professionals.
- The opportunity to contribute to a high-growth, profitable SaaS business operating at the forefront of AI-driven innovation.
