Solutions Engineer

At Paystone, we are building the future of customer-driven growth for small businesses. Our growth platform NiceJob (a Paystone Company) offers business owners both hands-off and hands-on solutions so that every customer can bring them one more. 

We are looking for a Solution Engineer to join our talented Gift & Loyalty team at Paystone.  In this role, you’ll lead the discovery of the problems that our products need to solve in order to delight our enterprise and small business customers.  You will help us shape our product roadmap by consulting on product strategies with our customers, success, operations and engineering teams.

Our Gift & Loyalty platform helps businesses turn casual customers into loyal regulars through rewards.  Features include gift cards, punch cards, points award/redeem, and customized campaigns through tiered segmentation of loyalty program members.  Our loyalty application integrates with industry-leading point-of-sale systems and payment terminals such as Clover, Ingenico and Newland. We also enable digital e-gift card stores for customers to purchase gift cards anytime on the go.

Week by Week

During your first week you will:

• Complete our onboarding with our people experience team
• Get yourself comfortable with essential productivity tools we use day-2-day
• Meet our Gift & Loyalty team, grab a virtual lunch or in-person
• Watch product demos and ask questions 

During your first six weeks you will:

• Shadow a sales team member on an enterprise account opportunity
• Review and influence our problem discovery and solutioning process
• Get comfortable with how our customer on-boarding process works
• Meet with our enterprise customer teams and have a good understanding of how they use our Gift & Loyalty solution
• Have an opportunity to talk about your past experiences within Solution Engineering and teach us how we could improve as a design best practices
• Gain a good understanding of our current product roadmap
• Build a personal dashboard that gives you the opportunity to see all incoming solution requests

During your first 6 months you will:

• Lead problem-solving discovery sessions with enterprise customers
• Be comfortable producing documentation to facilitate solution design brainstorming and strategies sessions
• Represent the voice of our customers in product asks in collaboration with customer success teams
• See your first solution design go through the full intake to deployment cycle 
• Influence prioritizing product features based on its value proposition, usability factors, implementation feasibility and ability to delight our customers by enabling customer-driven growth

What you should have:

• 3+ years in Solution Engineering experience with Loyalty, CRM, and Marketing platforms
• Expertise in defining product features, user stories, and acceptance criteria
• Able to write clear and concise documentation, excellent written and spoken communication skills
• You have customer empathy and are the voice of the customer making sure that all customer deployments are successful
• You are a fast learner and natural problem solver, ready to roll up your sleeves and get to work
• Ability to learn and navigate both functional and technical elements of our Gift & Loyalty platform
• Comfortable with product management tools such as Product Board, Asana, JIRA
• Able to present your ideas to a wide range of audiences internally and externally
• Additional consideration will be given to candidates who also possess:
  • Experience with Gift & Loyalty platforms 
  • Worked with payment solutions: Point-of-Sale and Online ordering platforms

Responsibilities:

• Interact and collaborate with stakeholders on key product considerations and align with product vision, features and roadmap. Leverage customer insights, feedback, financials, compliance and risk data to define product features and roadmap in partnership with other SMEs.
• Create and/or maintain key product documentation (e.g., customer journey map, technical specs, process mapping, etc.). Identifies and defines key non-functional requirements (e.g., security, availability, performance, etc.) to achieve necessary product metrics. 
• Owns definition of Minimum Viable Product (MVP) and features/user stories for delivery product roadmap; in-line with the Objectives and Key Results (OKRs) of the greater product vision outlined by VP, Services 
• Builds product backlog, prioritizes its items to achieve Objectives and Key Results (OKRs) and continuously keeps it up to date. Holds meetings with the product team to continuously update product backlog. Ensures product features and processes align with applicable Discover compliance and risk management standards. Ensures product adheres to the highest quality standards, including releasing security patches not linked to customers.
• Defines functional and non-functional product requirements; ensures completeness; integral and consistent; source of requirements for the product team. Creates and validates user story acceptance criteria. Defines and ensures appropriate testing frameworks for product features (e.g., market testing, functional performance, etc.) Works with Data stewards in their respective LOBs to ensure required Data quality controls are identified and implemented. Inspect and evaluate product progress through each iteration.
• Partners with business technology to create technical features that are required to continuously optimize system components and underline infrastructure maintenance.

Our Mission

By joining Paystone, you are joining a team that is future-focused and driven by our mission of creating Customer Driven Growth.

By helping our clients create better experiences for their customers, and in turn, motivating their happy customers to share their experiences with others, our platform creates the momentum for our clients to gain more happy customers. In other words, we win when our customers do.

Curious?

Good! We want all the curiosity we can muster. Innovation stems from observation and questioning, so be eager, be innovative, and be ready to raise the bar.

Come check us out!! 

https://www.paystone.com/

https://get.nicejob.com/

About Us

Paystone is a leading North American payment and software company redefining the way merchants engage their customers and grow their businesses. The company's seamlessly integrated suite of automated payment processing, customer loyalty, gift card solutions, and now reputation marketing, is used by brands such as Irving Oil, The Source, Global Pet Foods, Kernels Popcorn, and many of the MTY Food Group's restaurant brands. Paystone's solutions are used at over 30,000 locations across Canada and the United States which collectively process over 10 billion dollars a year in bankcard volume. We employ over 200 employees and serve as the technology partner of choice for hundreds of partners across North America.