Implementation Engineer

About SmartQ:

SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience.

In the last decade, we've transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve.

Since our inception in 2015, we've become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the world's largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.

At the heart of SmartQ is a culture shaped by four core pillars:

Great People | Great Food | Great Experience | Greater Good

These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.

To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn Life page. It offers an authentic glimpse into the journey you could be part of: https://www.linkedin.com/company/smartq-bottlelabs/life/cdc290f8-ff81-4e7f-9c96-37d842f936c4/viewAsMember=true

Are you passionate about the successful deployment and integration of software, systems, or technology solutions within an organization If your response is a resounding yes, then we are hunting for you.

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.

If you are a dynamic, results-oriented engineer with a proven track record in steering MNCs toward unprecedented success, we invite you to seize this opportunity to make a profound impact on our global presence. Do you possess all these skills and wish to make a significant difference in the world of food and technology Join us now!

Key roles and responsibilities:

• Manage and resolve tickets using the designated Ticket Management tool while adhering to defined SLAs.
• Implement SmartQ platform solutions remotely for clients, ensuring a seamless onboarding experience.
• Conducting and support User Acceptance Testing (UAT) by preparing test cases, assisting Development team by providing Sign-Offs, and ensuring all issues are addressed before production deployment.
• Train end users on the platform's functionalities and assist in creating easy-to-follow user manuals and training documentation.
• Serve as the primary point of contact for clients during implementation-interacting via email, calls, or chat to resolve queries and ensure smooth deployment.
• Process Adherence and Documentation: Follow SOPs and maintain detailed implementation and configuration logs.
• Client Onboarding & Go-Live Support: Lead onboarding and go-live support, ensuring smooth transitions and client satisfaction through periodic reviews.
• Manage client expectations by clearly communicating deliverables, timelines, and status updates.
• Collaborate with stakeholders at all levels-including decision-makers, site managers, and on-ground operations staff-to drive implementation success.
• Understand and troubleshoot issues across SmartQ's various solution platforms; ensure accurate diagnosis and quick resolution.
• Maintain ownership of customer issues through resolution and post-implementation support.
• Ensure product configurations, menu detailing, and validation tasks are completed with a focus on optimal user experience.
• Maintain clear and timely documentation for internal reporting and client communications.
• Feedback Loop & Product Improvement: Collect user feedback, identify recurring issues, and suggest product enhancements.
• Collaborate cross-functionally with product, engineering, and support teams to relay feedback and contribute to ongoing product improvement.

Qualifications:

• 1+ years of experience in implementation, onboarding, or technical client support roles.
• Excellent communication skills (both written and verbal) in English.
• Strong technical troubleshooting and configuration skills, with hands-on experience in working with JSON or similar data formats.
• Demonstrated ability in stakeholder management, multitasking, and client coordination.
• High level of attention to detail, time management, and task prioritization.
• Proficiency in preparing and executing UAT plans and guiding clients through testing cycles.
• Familiarity with platforms like Freshdesk, ADO, Confluence, Microsoft Workspace, etc.
• Basic understanding of APIs and ability to interpret technical logs is a plus.
• Willingness to work across time zones, based on client requirements.
• A collaborative mindset with strong interpersonal skills, accountability, and decision-making capabilities.

Message from CEO:

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of Capturing Hearts. We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.