Technical Consultant SaaS

Open Loyalty is an API-first loyalty engine that empowers enterprises to transform their customer engagement strategies with dynamic, gamified loyalty programs. By combining advanced composability with gamification, we help businesses deliver gamified experiences at scale, ensuring measurable outcomes such as increased Customer Lifetime Value (CLV), reduced churn, and stronger margins.Over the past seven years, we’ve supported over 100 enterprises in 27 countries implementing scalable, hyper-personalized loyalty solutions. By leveraging our composable architecture, global leaders like Heineken, JTI, limango, Intersport, ALDO, and the U.S. Soccer Federation have integrated powerful gamification mechanics into their ecosystems efficiently, without the resource strain of building from scratch.As part of the OEX group, Open Loyalty benefits from a strong foundation of 15 companies, 4,000+ employees, €167.3 million in revenue, and €17.7 million in EBITDA in 2023. Google and Deloitte recognized Open Loyalty for the scalability of its technology and readiness to support enterprise customers. Open Loyalty delivers innovative, enterprise-grade solutions at scale.Our vision is to help enterprises build lifelong customer loyalty through gamified experiences and personalization, delivering long-term results and unlocking growth potential.As a Technical Consultant, you will:Be the first line of technical support for our customers via Slack and email, ensuring responses are aligned with SLAs, support plans, and urgency levels.Participate in technical meetings with clients, providing expert-level guidance and support.Troubleshoot technical issues, replicate bugs, and assist in debugging API configurations using tools like Postman.Monitor SLA compliance for all open tickets and follow up to ensure timely resolution.Update and expand product documentation (in GitBook/Confluence) with each new release.Write new user guide articles explaining newly introduced features.Support the Sales team by filling out RFPs and assisting during client demos.Lead customer onboarding activities, including project timeline definition, import guidance, and technical program setup.Collaborate closely with Engineering and Customer Success teams to ensure seamless client experience.What success looks like in this role:After 3 MonthsYou are well-established within Open Loyalty's product structure and teams. You understand the platform's architecture, client needs, and integration challenges. You've identified key areas where you can deliver value as a Tech Consultant—supporting clients not only with current requests but also by proposing improvements. You've built initial relationships with clients and the development team, acting as a liaison between business and technology.After 6 MonthsYour role evolves towards strategic technical consulting—you don't just answer questions, but you lead consultations, help design solutions, and support clients in effectively using the Open Loyalty API. You get involved in preparing training and technical materials, and actively participate in the development of internal support processes. Increasingly, you are the go-to person for best practices.After 9 MonthsYou are a recognized technology partner for clients and internal teams. You create and lead technical onboarding processes, support complex implementations, and help the product team shape the roadmap based on market needs. You share knowledge, provide internal and external mentoring, and your recommendations influence platform development. As a Tech Consultant, you play a key role in building long-term value for clients and the organization.You will be a perfect match if you have:Fluency in Polish and English (you’re confident in communicating daily with English-speaking clients).Prior experience in a B2B technical support or consulting role, ideally with a SaaS product.Strong command of Postman and experience in debugging and reproducing bugs.Familiarity with tools like Jira, GitBook, and Confluence.Proven experience in technical customer onboarding and sales enablement.Effective communication, problem-solving, and prioritization skills.Ability to thrive in a remote work environment and manage time independently.Understanding of APIs, headless architecture, and modern software practices.Things we can offer you…Remote-first work and flexible working hours;Consistently great workplace - our eNPS has been equal or higher than +70 for the past 2 yearsLeading change in our approach to testing and quality;Hardware as well as all the extras you would need;Learning Budget at your disposal;Company retreats to enjoy;Awesome benefits like premium-level private healthcare, Multisport, English classes, and more