Technical Solutions Manager

Operations – Integration Solutions /
Firework is the world’s leading unified video commerce platform that empowers its global partners to personalize the customer experience and engagement at scale. Firework bridges the offline and online for a robust omnichannel immersive brand experience cultivating a deeper emotional human connection between our partners and their end consumers. We are customer-centric and inspired to win together offering total solutions with endless possibilities to help our customers increase purchases and conversions using the power of video. At the heart, we are a global and diverse team of “SuperSpark” creators, entrepreneurs, life-long learners, and data geeks driven by the future of authenticity to transform commerce. Firework has raised over $235M to date, with its latest Series B round led by SoftBank Vision Fund 2. Come reimagine the online customer experience with us.

Our team is growing! We’re looking for an experienced Technical Solutions Manager to provide deep technical expertise to support the pre- to post-sales process with enterprise customers in Taiwan. You have a deep understanding of Firework’s products market fit and are the subject matter expert with technical knowledge regarding our suite of products and alignment to a variety of different verticals. You are business-savvy while technical, customer-centric, can empathize with customer challenges, and thrive on building solutions to scale. 

What you’ll be doing
* Partner cross-functionally during the pre- and post-sales process to understand technical requirements and translate to scalable integration solutions and support to internal teams (Sales, Product, Engineering, and Customer Success) as well as with the external customers
* Drive the onboarding process by bringing solutions discovery, technical enablement, product deployment assessment, and platform integration expertise
* Assess customers requirements to propose solutions with our platform/product, communicate the integration process in an easy-to-understand manner directly with our new partners, and oversee the live launch and hand-off to Account Management or Customer Success
* Be a technical voice of the customer; work closely with the product and engineering teams on product loop feedback to help internal teams strategize, iterate, and prioritize new features and updates
* Triage and resolve bugs and other technical issues throughout the customer journey
* Continuously create mapping of manual or automated requirements, tests, dependencies, integration playbooks, and technical documents 

We’ll be excited if you have
* Bachelor's degree, preferably in Computer Science or other technical field
* 5+ years of integration solutions experience or technical account manager especially in a customer-facing role for SaaS high-growth companies
* Excellent communication and presentation skills with various technical and non-technical audiences; must have strong empathy and emotional intelligence with diverse customers
* Advanced technical discovery, documentation, and troubleshooting skills
* Proven ability with managing and leading multiple technical and high-value enterprise-level integration projects working with various stakeholders on a deadline-driven schedule
* Fluent in Mandarin and English language, both written and spoken
* Start-up, team-oriented mentality

Technical qualifications
* Experience developing rich applications with JavaScript (ES6), HTML5, and CSS3 is a plus
*  Mobile experience (Android, IOS) and cross platform (Flutter, React)
* Knowledge of Wordpress; Shopify is a plus

The role is remote and we are looking for candidates based in Taiwan.
Don’t hold back
We understand some candidates may see the above and not apply because they don’t meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past.  As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
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