Technical Onboarding Specialist

Workiz•San Diego, CA

4d•$70,000 - $85,000•Hybrid

About The Position

Workiz is hiring a Technical Onboarding Specialist to own the technical setup and customer experience during new customers’ first months with the company. The role leads virtual onboarding from kickoff through HyperCare, configuring accounts, migrating data, setting up integrations and APIs, troubleshooting technical issues, and helping customers get value from the platform. The specialist audits setups before go-live, documents defects and recurring feedback, and works with cross-functional teams to address root causes and support a smooth transition to ongoing customer success. This is a hybrid role based in San Diego, working Tuesday through Thursday in the office and the remaining days remotely. Success is measured by time to go-live, migration and integration accuracy, customer health and adoption at HyperCare exit, post-go-live escalations, and the quality of root-cause documentation.

Requirements

At least 4 years of experience in a customer-facing technical role, such as Technical Onboarding, Implementation Consultant, Solutions or Sales Engineer, Technical Account Manager, Technical CSM, or senior Support.
Experience leading customer technical implementations, data migrations, or integrations.
Ability to debug software issues independently, including reading logs, testing APIs, isolating variables, and distinguishing product defects from user error.
Comfort with REST APIs, webhooks, integrations, and SQL or equivalent data querying.
Experience providing training or product demonstrations to clients.
Excellent verbal and written communication skills, including the ability to produce self-contained escalation and defect documentation.
Technical aptitude and ability to learn new products and processes quickly and continuously.
Strong time management and organizational skills to manage multiple concurrent onboardings.
Ability to establish professional rapport and influence customers by email, video, or phone.
Ability to remain calm with frustrated customers and communicate when a request cannot be accommodated.
Motivation and drive to ensure customer success.

Nice To Haves

Experience with field service, SMB SaaS, or vertical software.
Background in the trades or experience working closely with owner-operator businesses.
Experience with VoIP, telephony, or payments products.
Experience onboarding complex, multi-location, or franchise solutions.
Proficiency with HubSpot, Fullstory, and JIRA; familiarity with CRM and BI tools.
Experience in both start-ups and established companies.
Knowledge of business processes, departments, and stakeholders.

Responsibilities

Lead virtual technical onboarding sessions, configuring customer accounts end to end and showing customers how to get value from the solution.
Plan and run data migrations from legacy systems and spreadsheets, validating data accuracy before go-live.
Set up, test, and troubleshoot integrations, webhooks, and API connections.
Design and implement in-product solutions for complex workflows, including multi-location and franchise setups.
Audit account configurations before go-live and at HyperCare exit, and correct misconfigurations.
Own technical onboarding issues by reproducing and diagnosing them, documenting findings, and driving root-cause resolution with Support, Product, and R&D.
Write clear, evidence-based defect reports and advocate for permanent fixes rather than workarounds.
Conduct technical discovery to confirm customer priorities, existing systems, integrations, and data, and address onboarding or sales concerns.
Collaborate with Sales, Support, Customer Success, and Technical Account Managers to support customer transition and provide a documented technical handoff.
Contact new customers by phone and email to schedule onboarding sessions and help them meet their preferred go-live dates.
Document configurations, integrations, feedback, and tasks in the CRM; share session recordings and create tutorials or technical setup guides as needed.
Turn recurring onboarding issues into prioritized, evidence-based product feedback.
Define and maintain success milestones from kickoff through HyperCare completion.
Track customer progress against milestones and coordinate cross-functional support to address adoption gaps and at-risk accounts.

Benefits

Employee stock options.
Medical, dental, and vision coverage options with up to 100% employer-paid coverage for employees and dependent coverage options.
401(k) contributions with a 4% employer match.
5 days of sick leave per year.
14 days of vacation leave per year, increasing with tenure.
2 floating holidays each year.
Stocked kitchen with coffee, drinks, and snacks.
Dog-friendly offices.
Regular team socials, catered lunches, and office happy hours.
Office amenities may include a fitness and yoga studio, social lounge, golf simulator, pool table, dart board, and quiet spaces.