Technical account & implementation specialist
@Ondorse is building the world's first business identity solution that helps reveal who really is behind a business and stop money from ending in the hands of fraudsters and money launderers.
We launched our product in 2024 and are experiencing strong market traction across various verticals: banks, fintechs, insurance companies, marketplaces or public agencies.
We are excited about what is to come: we’re at the right place at the right time , there’s a lot to invent and build, and we’re looking for someone to do it with us.
About the role
As a Technical Account & Implementation Specialist at Ondorse, you will play a key role in delivering a best-in-class customer experience across both support and onboarding .
Your mission: own complex technical topics, ensure smooth and fast client implementations, and act as a key bridge between Product, Tech, and Clients.
You will sit at the intersection of Customer Success, Support, Product, and Engineering , with a strong focus on impact, ownership, and execution .
Why is this role unique?
This is not a standard support role.
You will take ownership of high-value, complex (L3) technical topics and lead implementation projects for demanding B2B clients, where Ondorse plays a critical role in their operations.
You will combine deep technical problem-solving, direct client engagement, and end-to-end project ownership, driving meaningful impact on both customer satisfaction and revenue.
Role Objectives
- Deliver high-quality resolution of complex (L3) technical issues with strong ownership and structured investigation.
- Ensure smooth, fast, and successful onboarding & implementation for new clients.
- Act as a trusted technical partner for clients during critical phases.
- Build strong alignment between Product, Tech, and Customer teams .
- Contribute to structuring a scalable Care function .
Key Responsibilities
Technical Support (30%) — High-value / L3 scope
- Own and resolve complex technical issues (Level 3 support)
- Perform deep investigation and root cause analysis before escalation
- Collaborate closely with the Engineering teams on critical issues
- Ensure clear, structured, and proactive communication with clients
- Improve support processes, documentation, and knowledge base
This is not basic support , you will handle the most complex and high-impact cases
Customer Implementation & Onboarding (70%)
- Lead end-to-end onboarding for B2B clients (mid‑market & enterprise)
- Manage implementation and deployment projects with full ownership
- Coordinate across Product, Tech, and Customer teams
- Drive time-to-value and successful go‑lives
- Act as a trusted partner during critical early stages
You will have real project ownership , not just coordination
Cross-functional impact
- Act as a strong bridge between Product, Tech, and Clients
- Share product feedback and insights to influence the roadmap
- Build and improve documentation & help centre
Success metrics
Tools
- HubSpot (CRM)
- Postman (API)
- Zapier, Make (Automation)
What we are looking for?
You are a structured, client-oriented problem solver who enjoys working on complex technical topics and owning projects end-to-end.
You thrive in fast-paced environments where everything is still being built, and you like being at the intersection of Product, Tech, and Clients.
- Structured: you bring clarity to complex situations
- Slightly technical: comfortable with APIs, debugging, and integrations
- Client-facing: able to build trust with demanding B2B clients
- Comfortable with ambiguity: you thrive in a fast-scaling environment
- Bridge mindset: able to connect Product, Tech, and Client
Must-have
- 2–4 years in Technical Support or Project Management
- Experience with B2B clients (mid-market / enterprise is a plus)
- Strong problem-solving and communication skills
- Fluent in French and English
- Experience in fintech / compliance / SaaS
- Experience with API-based products
- Familiarity with onboarding complex technical solutions