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. 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. ... 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.