[Hiring] Senior Technical Onboarding Specialist @RocketRez

Role Description

The Technical Onboarding Specialist is a hands-on technical implementation role responsible for taking complex customer requirements from discovery through production launch. This role sits at the intersection of implementation, solutions engineering, and technical project management. You will work directly with customers to understand their business and technical requirements, design solutions using RocketRez and its integrations, configure and validate implementations, troubleshoot technical issues, and guide customers through technical decisions and tradeoffs.

This is not a traditional project coordinator or technical support role. Successful candidates will be comfortable investigating technical problems independently, working directly with APIs and web technologies, identifying practical solutions, and driving projects forward without relying on Product or Engineering as the first point of escalation. You don't need to be a full-time software developer, but you should be technically curious, comfortable getting hands-on, and capable of understanding how modern SaaS platforms and integrations work.

What You'll Do

• Own Technical Implementations
  • Independently manage assigned customer implementations from discovery and planning through configuration, validation, launch, and handoff.
  • Develop implementation plans that define milestones, owners, dependencies, decisions, and launch requirements.
  • Proactively drive projects forward rather than waiting for customers or internal teams to determine the next step.
  • Manage multiple complex implementations simultaneously while maintaining clear priorities and communication.
• Design and Build Customer Solutions
  • Build RocketRez solutions within RocketOffice, including financial setup, ticketing, scheduling, rates, memberships, upsells, events, retail, food and beverage, email/SMS, OTAs, and more.
  • Evaluate multiple approaches when requirements cannot be met exactly as requested and clearly communicate the tradeoffs of each option.
  • Challenge requirements constructively when a simpler, more scalable, or more supportable solution is available.
  • Validate solutions before presenting them to customers and ensure configurations behave as expected before launch.
• Work Hands-On With APIs and Integrations
  • Work directly with REST APIs to investigate, test, and validate integrations.
  • Read and interpret API documentation, JSON requests and responses, HTTP methods, status codes, authentication requirements, and error messages.
  • Use tools such as Postman, Bruno, and browser developer tools to test and troubleshoot technical workflows.
  • Determine whether technical issues originate from RocketRez, customer configuration, third-party systems, or integration behavior before escalating.
• Troubleshoot and Solve Problems
  • Independently investigate technical implementation issues before escalating them to Product or Engineering.
  • Work comfortably with HTML, CSS, and JavaScript when troubleshooting or modifying customer-facing implementations.
  • Clearly document technical findings and provide Engineering with reproducible examples when an issue genuinely requires escalation.
  • Take ownership of problems through resolution rather than treating escalation as the end of the responsibility.
• Lead Customers Through Technical Decisions
  • Act as a trusted technical advisor throughout the implementation.
  • Ask the right questions to uncover the actual business problem behind a customer request rather than simply implementing the requested feature.
  • Guide customers through competing options based on complexity, timeline, maintainability, customer experience, and business impact.
  • Communicate proactively when requirements, dependencies, or customer decisions put timelines at risk.
• Build Scalable Implementation Practices
  • Identify recurring implementation problems and develop reusable approaches rather than solving the same problem repeatedly.
  • Create templates, checklists, documentation, automation, tools, and standardized processes that improve implementation quality and capacity.
  • Document customer solutions in enough technical and business detail that Support, Customer Success, and future implementation teams understand what was configured and why.
  • Continuously improve how RocketRez discovers, designs, configures, validates, and launches customer solutions.
• Work Cross-Functionally
  • Collaborate closely with Sales, Solutions Engineering, Product, Engineering, Support, Customer Success, and Training.
  • Provide Product and Engineering with clear technical context when platform limitations or product gaps are identified.
  • Help distinguish between configuration problems, implementation requirements, integration requirements, defects, and true feature requests.
  • Bring implementation learnings back to internal teams to improve the product and customer onboarding experience.

Qualifications

• 5+ years of experience in technical implementation, solutions engineering, B2B SaaS implementation, technical consulting, or a similarly hands-on customer-facing technical role.
• Demonstrated hands-on experience with REST APIs — reading API docs, working with JSON, HTTP methods, status codes, and authentication — using tools like Postman, Bruno, or Insomnia.
• Practical working knowledge of HTML, CSS, and JavaScript, and comfort using browser developer tools to inspect pages and troubleshoot.
• Experience troubleshooting integrations and determining where failures are occurring across multiple connected systems.
• You do not need to be a professional software engineer — but you should be comfortable enough with technical systems to investigate problems yourself, understand how systems communicate, test potential solutions, and have productive technical conversations with developers.

Requirements

• Demonstrated experience independently owning complex customer implementations or technical projects from discovery through launch.
• Ability to manage multiple projects simultaneously without requiring constant direction or follow-up.
• Strong understanding of project dependencies, risks, milestones, scope, stakeholder management, and launch readiness.
• Ability to recognize when a project is at risk and proactively create a plan to move it forward.

Benefits

• Generous paid time off because we know a healthy work-life balance is key.
• Retirement benefits, health insurance, and supportive parental leave.

Company Description

At RocketRez, we believe People Come First, and that includes every team member. We’re building an environment where each person is empowered to do their best work by fostering connection, development, ownership, and a little fun—plus competitive salaries and benefits, of course!

We have team members located in Canada, the U.S., and Ecuador. Diversity adds value to everything we do; we hire from a wide range of backgrounds to bring unique perspectives to our team.

Our Core Values:

• Win with Integrity
• Honest Dialogue Always
• Assume Positive Intent
• People Come First
• Continuous Improvement Mindset
• Teamwork Drives Results

We are beyond excited that you are interested in joining our team and can’t wait to meet you!