Implementation Engineer

Are you passionate about the successful deployment and integration of software, systems, or technology solutions within an organizationIf 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 technologyJoin us now!

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 Qualifications & Skills

• Excellent written and verbal communication skills in English.


• Strong technical troubleshooting and debugging ability with hands-on experience in JSON configurations or similar data structures.


• Proven experience in stakeholder communication, client coordination, and multi-task environment management.


• High attention to detail, strong planning skills, and the ability to prioritize tasks effectively.


• Hands-on experience with UAT planning, execution, and validation cycles.


• Familiarity with tools such as Freshdesk, Azure DevOps (ADO), Confluence, Microsoft Office/Workspace.


• Basic working knowledge of APIs and ability to read/interpret technical logs is an added advantage.


• Willingness to work in NZ time zone (approx. 5:00 AM - 3:00 PM IST, with flexible break windows).


• Strong accountability, problem-solving mindset, and collaborative work style.


• Minimum 2+ years of experience in Product implementation, Testing, or technical product support roles.

Message from CEO:

Weve come to realize that were not merely in the B2B Food service industry; were 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, lets play our part in making this world a more beautiful place.