Technical Onboarding Manager
About the role:
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The Technical Onboarding Manager (TOM) at Enfuce plays a critical role in the successful onboarding and configuration of our card issuing and processing services. You are a key technical partner working alongside our Project Managers, providing the hands-on configuration expertise and problem-solving capabilities that ensure each customer’s setup meets their unique business needs.
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While the Project Manager oversees the full onboarding lifecycle and customer engagement, the TOM is responsible for delivering the technical setup behind the scenes — ensuring the right configurations, supporting production readiness, and resolving technical issues before, during, and after go-live. Your focus is ensuring that customers not only go live on time, but with confidence in their technical setup.
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This is a hands-on role that requires curiosity, initiative, attention to detail, and a customer-centric mindset. You will collaborate daily with internal product and engineering teams, customer-facing roles, and directly with customers as needed. This role is perfect for someone looking to deepen their expertise in payments, configuration, and customer-facing delivery in a fast-paced fintech environment.
What you'll be doing:
Supporting Onboarding Delivery:
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Serve as the technical counterpart to the Project Manager, owning the delivery of configuration-related tasks across card programme setup (e.g., picking up configuration tickets, following the onboarding checklist, and confirming readiness criteria are met before go-live).
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Translate customer requirements into concrete configuration actions and ensure the system is set up accordingly (e.g., BIN settings, product parameters, file formats, and custom features).
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Work closely with Project Managers and product/tech teams to ensure that all configuration dependencies are understood, tracked, and delivered.
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Gain exposure to deployment and environment-level troubleshooting by shadowing or assisting engineering during configuration-related deployments (e.g., observing how a config change is pushed, understanding rollback processes), building the foundation for broader DevOps fluency expected at senior level.
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Prepare and validate customer setups ahead of production launch (e.g., running test transactions, verifying BIN parameters, and confirming product settings match the customer’s requirements).
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Support troubleshooting across APIs, logs, and configuration layers (e.g., reading Sumologic logs to identify error patterns, testing API calls in Postman, and escalating to engineering with a clear, reproducible description of the issue).
Supporting our customers:
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Act as the first point of technical contact for configuration, transaction, and system-level queries, working alongside the Project Manager who leads the broader customer relationship and onboarding narrative.
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Support customer queries related to their configuration, transactions, and system interactions (e.g., explaining why a transaction was declined based on spend controls, helping a customer understand their file format, or clarifying how a 3DS flow works in practice).
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Escalate and manage technical issues as needed, liaising with engineering and support teams (e.g., opening a ticket when a configuration change isn’t taking effect, following up until resolved, and keeping the customer informed throughout).
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Assist in customer meetings and workshops when deeper configuration or technical input is required.
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Participate in migration-related tasks when assigned (e.g., supporting data mapping or validation during a balance/card migration), building familiarity with end-to-end migration mechanics ahead of independently leading these at senior level.
Improving our onboarding and delivery:
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Participate in root cause analysis sessions for production incidents, helping feed findings into internal knowledge bases and improvements.
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Maintain accurate documentation of configura