Technical Consultant (SaaS)

At Open Loyalty, we help companies engage and retain their customers with our robust toolkit of loyalty and gamification mechanics.

Companies use Open Loyalty to launch innovative loyalty programs at scale and introduce features such as points, tiers, rewards, referrals, coupons, challenges, and more, faster than developing them from scratch.

The solution is used by 50+ companies from retail, insurance, and CPG sectors, coming from 27+ markets and including brands such as Limango, Heineken, JTI, ALDO, or the U.S. Soccer Federation. We are 40+ loyalty and technology professionals who are here to disrupt the future of the loyalty industry.

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.

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 years!

• Leading 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!