• Supporting Onboarding Delivery: Serve as the technical counterpart to the Project Manager, owning the delivery of configuration-related tasks across card programme setup (e.g., picking up configuration tickets, following the onboarding checklist, and confirming readiness criteria are met before go-live).
• Translate customer requirements into concrete configuration actions and ensure the system is set up accordingly (e.g., BIN settings, product parameters, file formats, and custom features).
• Work closely with Project Managers and product/tech teams to ensure that all configuration dependencies are understood, tracked, and delivered.
• Gain exposure to deployment and environment-level troubleshooting by shadowing or assisting engineering during configuration-related deployments (e.g., observing how a config change is pushed, understanding rollback processes), building the foundation for broader DevOps fluency expected at senior level.
• Prepare and validate customer setups ahead of production launch (e.g., running test transactions, verifying BIN parameters, and confirming product settings match the customer’s requirements).
• Support troubleshooting across APIs, logs, and configuration layers (e.g., reading Sumologic logs to identify error patterns, testing API calls in Postman, and escalating to engineering with a clear, reproducible description of the issue).
• Supporting our customers: Act as the first point of technical contact for configuration, transaction, and system-level queries, working alongside the Project Manager who leads the broader customer relationship and onboarding narrative.
• Support customer queries related to their configuration, transactions, and system interactions (e.g., explaining why a transaction was declined based on spend controls, helping a customer understand their file format, or clarifying how a 3DS flow works in practice).
• Escalate and manage technical issues as needed, liaising with engineering and support teams (e.g., opening a ticket when a configuration change isn’t taking effect, following up until resolved, and keeping the customer informed throughout).
• Assist in customer meetings and workshops when deeper configuration or technical input is required.
• Participate in migration-related tasks when assigned (e.g., supporting data mapping or validation during a balance/card migration), building familiarity with end-to-end migration mechanics ahead of independently leading these at senior level.
• Improving our onboarding and delivery: Participate in root cause analysis sessions for production incidents, helping feed findings into internal knowledge bases and improvements.
• Maintain accurate documentation of configurations, changes, and customer-specific logic to ensure continuity (e.g., updating the customer setup template after every change, noting exceptions that differ from the standard setup).
• Share feedback with product teams based on onboarding experience (e.g., flagging when a customer repeatedly asks the same question about a feature, or when a configuration step is unclear and could be improved in tooling).
