Technical & SaaS Client Specialist
Core
Provide 2nd-level technical support and incident management for SaaS platforms and payment terminals, driving excellence for internal and external partners in the Clover ecosystem.
Role type
Senior IC technical client specialist (SaaS/Payments)
Builds
Reliable transaction processing and merchant onboarding for financial institutions and merchants
Domain
Fintech, Payments, SaaS
Required skills
Technical troubleshooting, incident management, data analysis (Excel/SQL), project initiation, cross-functional collaboration, documentation, terminal lifecycle management
Preferred skills
Strategic & tactical support for new feature rollouts, regional leadership across APAC, acting as informal subject matter expert
Technologies
SaaS platforms, payment terminals, Clover ecosystem, Excel, SQL
Responsibilities
Manage trending issues and provide insight into the merchant experience; Resolve merchant and partner queries related to transactions, settlement, funding, and system functionality; Create and maintain clear, accurate documentation for new and existing procedures; Partner with terminal management teams on installations, decommissioning, and handling lost or stolen terminal cases; Collaborate across the APAC region to share best practices and drive consistency for the Clover ecosystem.
Seniority
Mid-Senior, hands-on IC
