Product (Technical) Associate

دبي
دائم
دوام كامل

قبل 5 أيام

About Us:Founded in 2014, is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.Today, partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.Besides its SaaS business, operates three other distinct businesses:: A wholly-owned digital lifestyle telco brand based in Singapore, is powered by ' SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.: Specializing in travel tech solutions, provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. was awarded Travel eSIM of the Year.is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.About the role:We are looking for a hands-on and technically astute Product (Technical) Associate to support the seamless launch and continuous expansion of our new digital telco brand in the MENA region. The successful candidate serves as a key technical interface between Circles' platform and local telco partners, ensuring seamless integrations, resolving technical issues, and localizing global product features to deliver exceptional customer experiences.You will play a central role in driving implementation excellence, maintaining platform performance, and supporting roadmap execution in close collaboration with internal and external stakeholders.What you'll be responsible for:

Technical stakeholder engagement: Serve as the first point of contact for all technical matters with senior stakeholders from customer or partner organizations. Lead the provision of responsive and effective technical support.
Partner onboarding & integration: Participate in onboarding sessions with partner teams to ensure seamless API integration, system setup, and alignment of technical configurations with Circles' platform standards
Issue resolution & escalation management: Respond to technical inquiries and operational issues from partners. Troubleshoot directly and escalate complex matters to appropriate internal teams to ensure timely resolution
Performance monitoring: Monitor key platform KPIs. Identify trends, deviations, or opportunities for improvement across SLAs, SLOs, and SLIs
SLA & technical governance: Manage and report against technical service levels agreed with partner organizations, and ensure proactive tracking and timely resolution of any issues
Commercial support: Participate in customer discussions and negotiations, particularly those involving technical aspects, in coordination with the Commercial team
Project delivery & resource management: Maintain accountability for technical project scope, budget, resource planning, and procurement activities; coordinate internal timelines and ensure timely hardware or infrastructure delivery when applicable
Cross-functional coordination and collaboration: Collaborate closely with internal stakeholders and external vendors to align technical activities with project schedules and go-to-market plans
Feedback & documentation: Engage with customers and partners to gather feedback, capture learnings, and develop internal best practices. Contribute to the creation of technical documentation and customer-facing content
Roadmap Planning: Support roadmap planning discussions and align with the Circles SaaS Platform team and Circles Digital Advisory & Support Services (“DASS”) team to prioritize localization of global features and address market-specific needs

What we're looking for:

5+ years of experience in technical customer success, solutions engineering, or product integration roles within telecom, consumer SaaS, or digital platform environments
Proven ability to manage technical stakeholder relationships and support the implementation of complex platform integrations
Strong understanding of service-level governance and performance reporting frameworks
Familiarity with telco systems (i.e., BSS/OSS), network APIs, or experience working with customer experience orchestration platforms is an advantage
Strong analytical mindset with working knowledge of SQL or dashboard tools
Prior exposure to startup environments or experience within the MENA B2C telco or digital consumer sector is desirable and demonstrated project management experience
Excellent communication and problem-solving skills with a proactive and collaborative mindset

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.

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