Senior Implementation Engineer - Customer Success

Mojro; Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Mojro is hiring a Senior Implementation & Customer Success Engineer to lead end-to-end technical onboarding for enterprise customers and ensure ongoing success post-go-live. You will own solution design, integrations, deployment, and advanced troubleshooting across accounts.

Role requires 6–10 years in B2B SaaS implementations, excellence in SOW/TDD/FDD documentation, and strong skills with SQL, APIs, and Postman.

Qualifications

• 6–10 years of experience in B2B SaaS implementations, technical onboarding, customer success engineering, or solutions consulting.
• Strong experience creating SOW, TDD, FDD, and workflow/architecture documentation.
• Hands-on expertise with SQL, APIs, Postman, log interpretation, and browser developer tools for debugging.
• Strong understanding of cloud deployments, data migration, and environment configuration.
• Ability to manage multiple enterprise projects with strong project management discipline.
• Excellent communication, stakeholder alignment, and customer-facing interaction skills.

Responsibilities

• Lead the full implementation lifecycle: discovery, scoping, solution design, configuration, integration, testing, deployment, and go-live. Create and manage SOW, Technical Design Documents (TDD), Functional Design Documents (FDD), workflow diagrams, and architecture specifications.
• Own integration activities including API, Webhook, FTP/SFTP, and data flow setups. Perform data mapping, environment setup, and validation of interface behavior. Use SQL, Postman, logs, and browser developer tools to investigate and debug integration or configuration issues.
• Plan, coordinate, and execute User Acceptance Testing (UAT) with customers. Drive defect triage with Product & Engineering teams until acceptance criteria are met.
• Serve as the primary technical contact for live accounts. Conduct proactive health checks and review product usage to identify optimization opportunities. Troubleshoot complex issues and involve L3 Engineering only when required.

Skills

B2B SaaS implementations

Technical onboarding

Customer success engineering

SOW Documentation

FDD Documentation

TDD Documentation

API debugging

SQL

Postman

Cloud deployments

Data migration

Project management

Stakeholder communication

Education

Bachelor's degree in Engineering/CS/IT

Equivalent SaaS implementation experience

Certifications in APIs/cloud/data

Tools

Jira

HubSpot

Power BI

Tableau

APIs documentation systems

Job description

Senior Implementation Engineer - Customer Success

Location: Bengaluru (Work from Office)

Experience: 6–10 years

About Mojro

At Mojro, we don’t just optimize logistics - we reimagine it. We are a deep-tech logistics optimization company helping some of the world’s largest FMCG, Pharma, Paints, CEP, and Retail enterprises simplify complex logistics challenges. From reducing transportation costs to boosting service levels, Mojro delivers intelligent, automated, and scalable solutions that transform the way businesses move goods. Trusted by global leaders, our platform powers smarter decision‑making, faster execution, and sustainable supply chains. If you’re excited about solving high-impact problems with cutting‑edge technology, Mojro is where you’ll find your next big challenge.

Role Overview

The Senior Implementation & Customer Success Engineer will lead the end-to-end technical onboarding of enterprise customers and ensure ongoing technical success post–go-live. This role owns solution design, integrations, deployment, and advanced technical troubleshooting, acting as the primary technical authority across assigned accounts. The engineer ensures customers achieve rapid time-to-value and sustained adoption in production environments.

Key Responsibilities

• Lead the full implementation lifecycle: discovery, scoping, solution design, configuration, integration, testing, deployment, and go-live. Create and manage SOW, Technical Design Documents (TDD), Functional Design Documents (FDD), workflow diagrams, and architecture specifications. Align technical and functional requirements with customers and internal stakeholders.
• Own integration activities including API, Webhook, FTP/SFTP, and data flow setups. Perform data mapping, environment setup, and validation of interface behavior. Use SQL, Postman, logs, and browser developer tools to investigate and debug integration or configuration issues. Ensure secure and scalable deployment configurations across customer environments.
• Plan, coordinate, and execute User Acceptance Testing (UAT) with customers. Drive defect triage with Product & Engineering teams until acceptance criteria are met. Prepare go-live plans, risk assessments, cutover checklists, and post‑launch hypercare support.
• Serve as the primary technical contact for live accounts. Conduct proactive technical health checks and review product usage to identify optimization opportunities. Troubleshoot complex product or integration issues and involve L3 Engineering only when required. Work with Customer Success Managers to ensure smooth transitions and value realization.
• Identify product gaps, missing APIs, or enhancement needs during implementations and live usage. Partner with Product & Engineering teams to relay requirements and support prioritization. Develop reusable deployment templates, integration playbooks, and best‑practice documentation. Contribute to SOPs, internal knowledge base content, and onboarding automation.
• Mentor junior engineers on solution design, troubleshooting, documentation, and client communication. Support Sales/Pre‑Sales with technical scoping and feasibility assessments for complex opportunities. Help define implementation frameworks, delivery standards, and scalable processes as the team expands.

Skills & Qualifications

Must Have

• 6–10 years of experience in B2B SaaS implementations, technical onboarding, customer success engineering, or solutions consulting.
• Strong experience creating SOW, TDD, FDD, and workflow/architecture documentation.
• Hands‑on expertise with SQL, APIs, Postman, log interpretation, and browser developer tools for debugging.
• Strong understanding of cloud deployments, data migration, and environment configuration.
• Ability to manage multiple enterprise projects with strong project management discipline.
• Excellent communication, stakeholder alignment, and customer‑facing interaction skills.

Good to Have

• Familiarity with Jira, HubSpot, and BI dashboards (Power BI, Tableau).
• Experience working with developer portals and API documentation systems.
• Knowledge of authentication/authorization flows (MFA, SSO, OAuth).
• Exposure to logistics, routing, or supply chain platforms (bonus).

Soft Skills

• Strong ownership mindset
• Structured and analytical problem‑solving
• Calm under pressure and during escalations
• High attention to detail and documentation quality
• Clear, concise communicator
• Leadership and mentoring capability

Education

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related technical field.
• Equivalent experience with strong SaaS implementation depth may be considered.
• Certifications in APIs, cloud, data, or project management are a plus