The technical product specialist role will encompasses sales, operations, and technology to facilitate the sale, onboarding, training, and implementation of Pineapple’s integrated merchants and software platforms. The role is technical nature with the individual serving as the primary point of contact for all integrated merchants integrating Pineapple’s various payment APIs. The overall objective will be to smoothly transition Pineapple’s integrated partners from the sales process through to running live transactions in a production environment. Key traits for anyone considering this role include being process oriented, attentive to details, strong communication skills, and professional persistence.
Manage the technical sale and implementation process of Pineapple’s payment processing solutions for merchants and software platforms.
Collaborate with internal Pineapple teams including Sales, Operations, and Support.
Communicate with the merchant or partner’s technical leaders when evaluating Pineapple’s technology during the sales process
Communicate with the merchant or partner’s implementation project leaders to develop an implementation plan that is realistic with concrete goals and success criteria for go-live
Ensure a smooth and timely technical implementation process, which includes identifying risks and escalating issues; Identify and resolve technical issues critical to Pineapple’s products and partners.
Prepare, update, and manage project artifacts, including, but not limited to project plans and issues lists for multiple and simultaneous implementation.
Educate and training technical teams on Pineapple’s APIs for both software and hardware based payments.
Troubleshoot integration issues during the implementation process in both test and production environments.
Provide remote support during go-live. Resolve technical inquiries, maintain ownership throughout resolution, and identify “Lessons Learned” to incorporate back into the project management process.
Provide input to other departments related to the overall process surrounding the sale, onboarding, implementation, and support of integrated merchants or partners.
Identify, research, and proactively communicate product enhancement requests, potential bug fixes, and other modifications, following an established protocol.
Skills and Qualifications
Payment Processing Industry and Technology Experience
Thorough Understanding of Software Architecture and Data Structures
Ability to Analyze Business Requirements and Complex Technical Information
Experience Building, Managing, or Supporting Software Applications
Experience with SOAP/REST APIs and XML/JSON
Ability to Troubleshoot and Debug Technical Issues
Write Clear and Detailed Technical Specifications and Documentation
Understand Software Engineering Best Practices
Previous Experience Working Within an Agile Scrum Team
Strong Problem Solver
Strong Oral and Written Communication
Thrive in Dynamic, Fast-Paced Environments
Work Well Independently and Within a Team Setting
Manage Multiple Projects in a Deadline-Driven Environment
Education and Experience
A four-year college degree or equivalent experience
A minimum of 3 years’ work experience in a technical environment and as a key member of a project or implementation team. Experience working with large scale, enterprise projects is a plus.
Ability to work in a fast-paced deadline driven environment.
Maturity and demeanor to establish immediate professional credibility with customers and internal stakeholders.
Demonstrated ability to manage and escalate issues and drive resolutions.
Problem-solving skills relative to both technical and human/interpersonal issues.
Demonstrated ability to work both independently and as part of a team.
Adaptable to change in processes, procedures, responsibilities.
Outstanding interpersonal and communication skills (phone, email, presentation)
Excellent time management skills.
Work primarily in a climate controlled environment with minimal safety/health hazard potential. Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use; frequent stressful conditions.