Implementation Engineer

As an Implementation Engineer at SmartQ, your primary goal will lie in turning a theoretical system design into a practical and functional reality. In addition, you will play a critical role in the successful adoption of new technologies or systems, ensuring the result aligns with the needs and expectations of the organization. Effective communication, problem-solving skills, and technical expertise will keep you a cut above the rest in this role.

Key Roles Responsibilities

• Manage and resolve tickets through the designated ticketing platform (Freshdesk/ADO) in strict adherence to defined SLAs and timelines.
• Lead remote implementations of the SmartQ / Time2Eat products, ensuring a smooth and structured onboarding experience for clients.
• Own UAT (User Acceptance Testing) activities including:
  • Preparing and executing test cases for various Time2eat products
  • Coordinating with the Development team
  • Providing sign-offs post-validation
  • Ensuring issues are tracked and closed prior to production release.
• Act as the primary point of contact (POC) for clients during implementation, interacting via email, calls, and chat to resolve queries and drive smooth deployments.
• Conduct end-user training sessions and support the creation of user guides, SOPs, and training documentation.
• Ensure strict process adherence by maintaining detailed implementation, configuration, and change logs.
• Lead client onboarding and go-live activities, including hypercare and post-go-live monitoring to ensure stability and customer satisfaction.
• Accurately configure our in house products (POS, Kiosk, Apps, KMS, etc.), perform menu configuration, validation, and perform end-to-end checks for optimal user experience.
• Handle technical diagnosis and troubleshooting across SmartQ s products implemented using logs, data, and system analysis to identify root cause quickly.
• Maintain end-to-end ownership of customer issues, from identification, basic troubleshooting through resolution and closure.
• Collaborate cross-functionally with Product Management, Engineering(Developers and Solution Architects) , QA, Support, and Business teams to ensure alignment and timely execution.
• Provide structured feedback on recurring issues, usability gaps, and enhancement opportunities to support product improvement initiatives.