Technical Implementation Lead

Description

The company makes multi-carrier shipping software that helps online brands ship internationally. It has served over 100,000 brands and gives access to 550+ courier services across 200+ destinations. It has been operating since 2014.

The team is global, with offices in London, New York and Hong Kong. The company is growing quickly.

Enterprise customers are moving toward API integrations, custom apps and tailored builds. The company needs a technical lead to run these implementations from first call to go-live, volume migration and handover. The role is technical first: you are the main API expert for customers, sales and internal teams, you guide them to one clear solution, and you work with Solutions Developers to deliver it. You sit in Implementation Services within Client Services.

Responsibilities

• Run technical discovery with Enterprise and Strategic Sales, mapping customer systems such as eCommerce platforms, ERPs, OMS and WMS, along with data flows and limits, to confirm the product fits.
• Design each implementation (architecture, endpoints, webhooks, authentication and data mapping) and get the customer to agree on one recommendation.
• Scope and sign off a Statement of Work (SoW) for every deal involving API, custom app or customisation work, covering deliverables, go-live date, forecast shipment volume and support terms.
• Answer technical questions from customers and internal teams before the sale and during implementation. Reproduce issues in Postman or Insomnia and trace root causes through requests, responses and logs.
• Lead technical kick-offs and calls with customer tech teams and senior stakeholders.
• Work with Solutions Developers on scope and design, clear blockers during the build, and confirm delivery matches the SoW.
• Manage several implementations at once from signature through go-live and volume migration, tracking milestones, risks, dependencies and change requests.
• Own implementation escalations, including recovery plans when shipment volume falls short of forecast.
• Lead structured handovers to the CSM and Customer Support.
• Keep governance over custom builds: what is supported, at what cost, and a register of builds live in production.
• Turn recurring questions into documentation. Pass product gaps to Product and Engineering with a clear business case.

Requirements

• 5+ years in technical implementation, solutions architecture or a similar technical customer-facing role, including enterprise SaaS implementations.
• Expert, hands-on knowledge of REST APIs, webhooks and integration patterns, including OAuth 2.0, SSO and API keys.
• Fluent in JSON, data mapping and SQL, and confident with Postman or Insomnia.
• Methodical at diagnosing HTTP status codes, rate limits, error handling, retries and logs.
• Understanding of how eCommerce platforms, ERPs and warehouse systems connect with shipping services.
• Able to win over technical and non-technical senior stakeholders, form a view and bring people along.
• Experience writing SoWs, running several implementations at once, and holding firm on scope and pricing limits.
• Use AI well: check agent-generated work and explain it in plain language.
• Excellent technical writing skills and strong written and spoken English.
• Bonus: Python or JavaScript; logistics or eCommerce experience; Shopify, Squarespace, Celigo or Zapier implementations; prior experience with the company.

Conditions

Hiring, pay, benefits, training, promotion, leave and separation are decided on merit and business need, never on race, colour, religion, sex, age, disability, ethnic or national background, military or veteran status, citizenship, marital status, sexual orientation or gender identity, or any other trait the law protects.

Benefits

• Generous pay and stock units.
• Gym and wellness costs are reimbursed.
• Work from anywhere for 4 weeks each year.
• Generous holiday allowance, plus duvet days and mental health days.