• Own the customer experience from onboarding through post–go-live and renewal. • Proactively check in with customers at defined touchpoints during implementation and after go-live to ensure satisfaction, clarity, and momentum. • Act as the primary relationship owner, ensuring customers feel heard, supported, and confident in their partnership with Shopware. • Coordinate onboarding roadmaps with customers, agency partners, and technology partners. • Track progress against onboarding milestones and communicate status clearly to all parties. • Maintain a strong understanding of Shopware’s platform to confidently guide conversations and assess issues. • Drive adoption of Shopware features and relevant third-party technologies within the ecosystem.

• Serve as the primary post-sales technical expert on key accounts • Troubleshoot and resolve complex issues across custom integrations and data pipelines. • Act as a technical escalation point during onboarding and post-launch. • Facilitate alignment with stakeholders on how to measure and attribute value • Bring clarity to RevOps, Marketing, and Sales Ops on ambiguous data questions • Maintain customer trust when technical answers aren't black-and-white • Create reusable templates, playbooks, and documentation that reduce cycle time • Identify patterns across escalations and advocate for permanent Product fixes • Maintain a technical knowledge base that enables teams to self-serve • Support IMs on complex onboarding projects requiring deep technical expertise • Partner with CSMs to ensure technical issues do not hinder adoption or value realization • Own recurring technical issues post-launch • Represent customer voice in technical product discussions • Collaborate with Product & Engineering on bug triage, feature requests, and release readiness. • Drive systemic improvements based on common patterns observed across customers

• Troubleshoot complex issues in Kubernetes clusters and cloud native environments through deep dive into logs, configurations and even code if needed. • Provide conversational technical support to end customers through slack and ticketing system • Work closely with Engineering and Product teams to escalate bugs and deliver timely resolutions, provide critical inputs to product roadmap through articulated customer feedbacks / requests. • Help customers with onboarding, best practices, and successful adoption of the platform • Take ownership of customer challenges end-to-end and ensure high satisfaction • Contribute to support documentation, troubleshooting guides, and internal knowledge sharing • Be part of building and scaling customer success processes in a hyperscale growth phase startup

• Lead the end-to-end technical implementation of our imaging solution across diverse healthcare environments. • Design and implement scalable, secure integrations across PACS, EHR, and HL7 interfaces to support clinical workflows. • Troubleshoot and resolve complex issues involving DICOM, HL7, VPNs, and secure image routing. • Partner closely with Product and Engineering teams to drive improvements based on customer needs and field insights. • Serve as an escalation point for advanced support and implementation issues. • Mentor and guide junior technical services engineers; contribute to onboarding and team skill development. • Design and improve internal tools, automation scripts, and monitoring systems for operational efficiency. • Develop high-quality technical documentation, SOPs, and knowledge base content.Represent the technical services team in customer meetings and cross-functional projects.