Implementation Engineer

SmartQ; Bengaluru Urban; Remote; INR 600,000 - 900,000; Full time

Job summary

SmartQ is seeking an Implementation Engineer to translate design into practical, deployed solutions and ensure successful adoption of new technologies. You will lead client onboarding, coordinate with product and engineering teams, and provide training and support to end users.

You will manage tickets, perform UAT, configure our in-house products, and help maintain thorough logs while working across time zones, including NZ time, to deliver smooth deployments and measurable outcomes.

Qualifications

• Minimum 1 to 2 years of experience in Product implementation, Testing, or technical product support roles.
• Excellent written and verbal communication skills in English.
• Strong technical troubleshooting and debugging ability with hands-on experience in JSON configurations or similar data structures.
• Proven experience in stakeholder communication, client coordination, and multi-task environment management.
• High attention to detail, strong planning skills, and the ability to prioritize tasks effectively.
• Hands-on experience with UAT planning, execution, and validation cycles.
• Familiarity with tools such as Freshdesk, Azure DevOps (ADO), Confluence, Microsoft Office/Workspace.
• Basic working knowledge of APIs and ability to read/interpret technical logs is an added advantage.
• Willingness to work in NZ time zone (approx. 5:00 AM – 3:00 PM IST, with flexible break windows).
• Strong accountability, problem-solving mindset, and collaborative work style.

Responsibilities

• Manage and resolve tickets through the designated ticketing platform (Freshdesk/ADO) in strict adherence to defined SLAs and timelines.
• Lead remote implementations of the SmartQ / Time2Eat products, ensuring a smooth and structured onboarding experience for clients.
• Own UAT (User Acceptance Testing) activities including: Preparing and executing test cases for various Time2eat products
• Coordinating with the Development team
• Ensuring issues are tracked and closed prior to production release.
• Act as the primary point of contact (POC) for clients during implementation, interacting via email, calls, and chat to resolve queries and drive smooth deployments.
• Conduct end-user training sessions and support the creation of user guides, SOPs, and training documentation.
• Ensure strict process adherence by maintaining detailed implementation, configuration, and change logs.
• Lead client onboarding and go-live activities, including hyper care and post-go-live monitoring to ensure stability and customer satisfaction.
• Accurately configure our in-house products (POS, Kiosk, Apps, KMS, etc.), perform menu configuration, validation, and perform end-to-end checks for optimal user experience.
• Handle technical diagnosis and troubleshooting across SmartQ’s products implemented using logs, data, and system analysis to identify root cause quickly.
• Maintain end-to-end ownership of customer issues, from identification, basic troubleshooting through resolution and closure.
• Collaborate cross-functionally with Product Management, Engineering(Developers and Solution Architects) , QA, Support, and Business teams to ensure alignment and timely execution.
• Provide structured feedback on recurring issues, usability gaps, and enhancement opportunities to support product improvement initiatives.

Skills

English communication

JSON configurations

Troubleshooting

Stakeholder management

UAT planning

Remote collaboration

Tools

Freshdesk

Azure DevOps

Confluence

Microsoft Office/Workspace

Job description

Are you passionate about the successful deployment and integration of software, systems, or technology solutions within an organization? If your response is a resounding yes, then we are hunting for you.

As an Implementation Engineer at SmartQ, your primary goal will lie in turning a theoretical system design into a practical and functional reality. In addition, you will play a critical role in the successful adoption of new technologies or systems, ensuring the result aligns with the needs and expectations of the organization. Effective communication, problem-solving skills, and technical expertise will keep you a cut above the rest in this role.

If you are a dynamic, results-oriented engineer with a proven track record in steering MNCs toward unprecedented success, we invite you to seize this opportunity to make a profound impact on our global presence. Do you possess all these skills and wish to make a significant difference in the world of food and technology?

About SmartQ

SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience.

In the last decade, we’ve transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve.

Since our inception in 2015, we’ve become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the world’s largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.

At the heart of SmartQ is a culture shaped by four core pillars:

Great People | Great Food | Great Experience | Greater Good

These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.

To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn ‘Life’ page. It offers an authentic glimpse into the journey you could be part of: https://www.linkedin.com/company/smartq-bottlelabs/life/cdc290f8-ff81-4e7f-9c96-37d842f936c4/?viewAsMember=true

• Manage and resolve tickets through the designated ticketing platform (Freshdesk/ADO) in strict adherence to defined SLAs and timelines.
• Lead remote implementations of the SmartQ / Time2Eat products, ensuring a smooth and structured onboarding experience for clients.
• Own UAT (User Acceptance Testing) activities including:
• Preparing and executing test cases for various Time2eat products
• Coordinating with the Development team
• Ensuring issues are tracked and closed prior to production release.
• Act as the primary point of contact (POC) for clients during implementation, interacting via email, calls, and chat to resolve queries and drive smooth deployments.
• Conduct end-user training sessions and support the creation of user guides, SOPs, and training documentation.
• Ensure strict process adherence by maintaining detailed implementation, configuration, and change logs.
• Lead client onboarding and go-live activities, including hyper care and post-go-live monitoring to ensure stability and customer satisfaction.
• Accurately configure our in-house products (POS, Kiosk, Apps, KMS, etc.), perform menu configuration, validation, and perform end-to-end checks for optimal user experience.
• Handle technical diagnosis and troubleshooting across SmartQ’s products implemented using logs, data, and system analysis to identify root cause quickly.
• Maintain end-to-end ownership of customer issues, from identification, basic troubleshooting through resolution and closure.
• Collaborate cross-functionally with Product Management, Engineering(Developers and Solution Architects) , QA, Support, and Business teams to ensure alignment and timely execution.
• Provide structured feedback on recurring issues, usability gaps, and enhancement opportunities to support product improvement initiatives.

Key Qualifications & Skills

• Minimum 1 to 2 years of experience in Product implementation, Testing, or technical product support roles.
• Excellent written and verbal communication skills in English.
• Strong technical troubleshooting and debugging ability with hands-on experience in JSON configurations or similar data structures.
• Proven experience in stakeholder communication, client coordination, and multi-task environment management.
• High attention to detail, strong planning skills, and the ability to prioritize tasks effectively.
• Hands-on experience with UAT planning, execution, and validation cycles.
• Familiarity with tools such as Freshdesk, Azure DevOps (ADO), Confluence, Microsoft Office/Workspace.
• Basic working knowledge of APIs and ability to read/interpret technical logs is an added advantage.
• Willingness to work in NZ time zone (approx. 5:00 AM – 3:00 PM IST, with flexible break windows).
• Strong accountability, problem-solving mindset, and collaborative work style.

Message from CEO:

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.