Technical Onboarding Specialist

Who Are We?

Proud to be named the #6 Best Place to Work in San Diego by the San Diego Business Journal!

Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. We help real, hard working people run and grow their businesses, with an end-to-end solution that enables them to schedule jobs, dispatch, invoice, track performance, get paid in the field, plus so much more - all in one place!

We're on a mission to revolutionize our industry by “automating everything but holding the wrench,” providing our users with smart, AI-powered tools that will replace time consuming tasks, generate more revenue, and provide peace of mind, freeing our users to focus on building their small business into an empire.

Who Are You?

You’re not just any Onboarding Specialist; you’re the technical owner of a new customer’s first months with Workiz. You bring the same patience and WOW factor to small business owners that great onboarding always needs, and you pair it with real technical depth: you configure complex accounts, migrate data from legacy systems, connect integrations and APIs, and when something breaks, you can reproduce it, trace it to root cause, and write it up so engineering can act on it. You know a clean go-live is the foundation for customer success, so you audit setups before they become problems and push for permanent fixes rather than workarounds. You’re knowledge-hungry, stay current on every product release, manage a full workload of concurrent onboardings, and thrive in the fast-paced, dynamic environment of a start-up.

What You'll Do

• Lead technical onboarding for new accounts in virtual sessions, configuring the account end to end, including integrations, API, phone/communications, automations, reporting, and data flows, and showing customers how to extract maximum value from their solution.
• Plan and run data migrations from legacy systems and spreadsheets, validating that customer data lands accurately before go-live.
• Set up, test, and troubleshoot integrations, webhooks, and API connections until they work end to end.
• Design and implement in-product solutions for complex customer workflows, including multi-location and franchise setups.
• Audit account configurations before go-live and at HyperCare exit, and fix the misconfigurations that quietly drive early churn.
• Own technical issues that surface during onboarding end to end: reproduce, diagnose, document, and drive to root cause with Support, Product, and R&D.
• Write clear, reproducible defect reports with evidence, distinguishing product defects from user error, and push for permanent fixes rather than workarounds.
• Conduct technical discovery to confirm sales notes on customer priorities, existing systems, integrations, and data, and de-escalate onboarding or sales concerns effectively to keep customers moving forward.
• Collaborate with Sales, Support, Customer Success, and Technical Account Managers to ensure a smooth transition from prospect to loyal customer, including a documented technical handoff at the end of onboarding.
• Reach out by phone and email to new customers to schedule onboarding sessions and ensure they are on track for their preferred go-live date.
• Document configurations, integrations, feedback, and tasks in CRM; send session recordings and create tutorials and technical setup guides as needed.
• Turn recurring onboarding issues into prioritized, evidenced product feedback.
• Own the Full Customer Journey Through HyperCare
• Define and maintain clear success milestones for each phase of the customer journey, from kickoff through HyperCare completion
• Track customer progress against milestones in real time and coordinate with cross-functional teams to proactively address adoption gaps or at-risk accounts.

Work Model

This is a hybrid role working Tuesday, Wednesday, Thursday in our San Diego office and remaining days working remotely.

Requirements

• 4+ years in a customer-facing technical role, such as Technical Onboarding, Implementation Consultant, Solutions or Sales Engineer, Technical Account Manager, Technical CSM, or senior Support
• Experience leading technical implementations, data migrations, or integrations for customers
• Proven ability to debug software issues independently: reading logs, testing APIs, isolating variables, and distinguishing product defect from user error
• Comfort with REST APIs, webhooks, integrations, and SQL or equivalent data querying
• Experience providing training or product demonstrations to clients
• Excellent verbal and written communication skills; your escalation and defect documentation should stand on its own
• Tech savviness and the ability to quickly and constantly learn new products and processes
• Able to adhere to best practices in time management and organization while managing multiple concurrent onboardings
• Proven ability to establish professional rapport and influence customers over email, video, or phone
• Calm under pressure with frustrated customers, and willing to say no when the answer is no
• Driven and highly motivated to ensure customer success

Bonus Points:

• Experience with field service, SMB SaaS, or vertical software
• Background in the trades, or working closely with owner-operator businesses
• Experience with VoIP, telephony, or payments products
• Complex, multi-location, or Franchise solution onboarding experience
• HubSpot, Fullstory, and JIRA proficiency; familiarity with CRM and BI tooling
• Experience in both start-ups and established companies
• Knowledge of business processes, departments, and stakeholders

How Success Is Measured:

• Time to go-live and on-time go-live rate
• Data migration and integration accuracy at go-live
• Customer health and product adoption depth at HyperCare exit
• Post-go-live escalation rate and recurrence
• Quality of root-cause documentation and defects accepted by engineering

Our Tech Stack

Why Join Workiz?

As a trailblazing SaaS company in the field service industry, Workiz is at the forefront of change driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with smart tools to streamline scheduling, dispatching, invoicing, and customer communication.

While we're proud of our recent recognition, we know a great workplace isn't built by awards, it's built by our people. We're looking for passionate, driven individuals ready to help us make field service management a breeze.

Why You'll Love Being a Workizer

• Fuel Your Passion: Work alongside collaborative, high-achieving teammates on a product that genuinely transforms businesses.
• Make an Impact: See the direct results of your contributions as we empower trade professionals to grow.
• Speak Your Mind: We thrive on diversity of thought, open dialogue, and innovation. Every voice matters here.
• Grow with Us: We treat team members as long-term investments, offering continuous learning to help you stretch your skills and step into new responsibilities.
• Diversity isn't just a buzzword - our team is 45% women and 55% men!

Perks & Life at Workiz

• Fuel Up & Unwind: Keep your day energized with a kitchen stocked with top-notch coffee, drinks, and snacks.
• Dog-Friendly Office: Bring your four-legged co-pilot to work and join our pack of friendly office pups.
• Bond Beyond Desks: Connect with your team through regular socials, catered lunches, and relaxed office happy hours.
• Recharge & Play: Take a break with our office pool table and mini putting green.

Perks

• Fuel Your Flow: Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks.
• Beyond the Desk: We’re big on culture. From our monthly catered lunches and hosted happy hours, we make space for real connection.
• Recharge: Depending on your office location, access perks like a state-of-the-art fitness and yoga studio, a social lounge with a golf simulator, pool table and dart board as well as dog-friendly offices and quiet spaces to recharge.

Compensation and Benefits



Market-level compensation based on experience: $70,000 - $85,000 OTE

Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage options, and a 4% match on 401k contributions.

Sick Leave: 5 days per year

Vacation Leave: 14 days per year (that grows with tenure!) plus 2 Floating Holidays to use each year

Inclusivity Statement

At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.

Workiz will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Workiz is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov/fair-chance-act/.