Technical Onboarding Manager

Technical Onboarding Manager

The Technical Onboarding Manager (TOM) at Enfuce plays a critical role in the successful onboarding and configuration of our card issuing and processing services. You are a key technical partner working alongside our Project Managers, providing the hands-on configuration expertise and problem-solving capabilities that ensure each customer's setup meets their unique business needs.

While the Project Manager oversees the full onboarding lifecycle and customer engagement, the TOM is responsible for delivering the technical setup behind the scenes ensuring the right configurations, supporting production readiness, and resolving technical issues before, during, and after go-live. Your focus is ensuring that customers not only go live on time, but with confidence in their technical setup.

This is a hands-on role that requires curiosity, initiative, attention to detail, and a customer-centric mindset. You will collaborate daily with internal product and engineering teams, customer-facing roles, and directly with customers as needed. This role is perfect for someone looking to deepen their expertise in payments, configuration, and customer-facing delivery in a fast-paced fintech environment.

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).

What You'll Bring

• Experience in a technical, product, or delivery-focused role within payments, fintech, or card issuing.
• Strong understanding of card scheme processes, issuer configuration logic, and real-world customer use cases.
• Familiarity with configuration tooling, file formats (ISO, CSV, XML), and APIs (experience with tools like Postman, SOAPUI, etc.).
• Comfortable reading logs (e.g., via Sumologic) and using SQL or other tools to investigate issues.
• Curiosity about or early exposure to DevOps concepts (e.g., deployment pipelines, environment management) is a big plus.
• Strong communication skills, able to translate technical detail into business-friendly explanations.
• A structured, solution-oriented mindset and willingness to take ownership of your work.
• Strong sense of teamwork, supporting Project Managers and peers in delivering a successful go-live.

Why You'll Love Working At Enfuce

• High autonomy & ownership: We give you the freedom to own your work and trust you to make the best decisions for your projects.
• Top-tier talent: Join a team of industry experts and highly skilled professionals who are as passionate as you are about innovation.
• Unlimited growth potential: We support your ambition with plenty of room for personal and professional growth within the company.
• Flexible, remote work: Work from anywhere up to 30 days, in an environment that values flexibility and work-life balance.
• A supportive culture: You'll be part of a team that encourages, motivates, and celebrates success together.

Comprehensive benefits package: We take care of our people with great benefits to match the value you bring.

Benefits & Perks:

Fair pay and employee stock option:

• We value the input of every employee and want you to tap into the growth we build together. That's why our salaries are competitive and reassessed regularly, and you have access to an employee stock option program.

Flexible Paid Time Off:

• We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance.

Regular Fun With Your Team:

• To spend other than work-related time with your teammates, you get a team activity budget for three quarters a year. The fourth quarter is reserved for a company-wide event.