Implementation Analyst
HybridEdinburgh, Scotland, United Kingdom
Job Summary
Own technical onboarding and turn complexity into smooth go-lives by managing setup, troubleshooting issues, and maintaining process accuracy. Provide second-line support to customers and internal teams during onboarding and early go-live, handling integration and cards enquiries while escalating complex blockers. Configure Modulr's full suite of products and third-party integrations with partners like Visa and Thredd, coordinating access across sandbox and production environments using Postman to resolve API issues. Manage implementation tickets through Freshdesk and Salesforce records, ensuring SLA adherence and accurate documentation for regulatory compliance. Coordinate clean handovers to Support or Account Management once criteria are met.
Required Qualifications
- Experience in implementation, operations, or technical support within a fintech or regulated environment
- Working knowledge of APIs and system integrations
- Hands-on troubleshooting experience
- Comfortable independently delivering standard tasks while operating within established processes and governance controls
- Able to solve a range of straightforward problems using standard procedures and clear escalation paths
- Strong organisational skills with the ability to manage multiple priorities effectively
- Clear and professional communication skills when working with both internal teams and external customers
- A curious mindset with a drive to explore how automation and AI can improve delivery quality and efficiency
Desired Qualifications
- Experience using tools such as Postman, Salesforce, or Freshdesk
- Exposure to payments products such as Cards, Direct Debits, or Faster Payments
- Experience working in scale-up or fast-paced delivery environments
- A curious mindset and drive to explore how AI can make a real difference
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.