It’s Time to Stop Patching and Start Rethinking.

The payments industry has a growing fraud and disputes problem that it's been patching for decades, and the tools built to fight it haven't kept up. Tuhk is taking a fundamentally different approach.

Our vision is to wire the global payments ecosystem with shared intelligence that turns every stakeholder into a force against financial crime.

Tuhk is building the network infrastructure and shared culture that connects banks and merchants in real time, turning fragmented, reactive dispute processes into intelligent, coordinated resolution. We're flipping the model entirely, from chasing problems to stopping them before they start.

Our founders have built and scaled companies that redefined this space before – and we're doing it again.

This is Day One. We're building a founding team of people who want to leave their mark on something that matters, where your contribution is visible and your voice carries weight.

As a Customer Solutions Engineer, you'll join the team building the secure data collaboration network that fuels our fraud-fighting platform. You'll report directly to our Head, Customer Solutions Engineer, and work alongside the founding engineer who is writing the original playbook, so this is your chance to grow fast, build boldly, and leave your mark on something extraordinary, with a mentor and the first chapters of a playbook behind you, not just a blank page.

More than just technical skill, we care about the people we work with – and just as importantly, people who want to be here and bring their best each and every day. This is how we see ourselves – does it describe you?

- Drive: We bring passion, grit, and a team-first mindset.
- Impact: We're driven to elevate our work, our team, and our Customers' success.
- Courage: We love tackling tough challenges, and we're not afraid to push boundaries.
- Integrity: We take ownership and do what's right.

We're hiring a Customer Solutions Engineer to support the technical relationship with our banking, merchant, and strategic partners, from the first pre-sales conversation, through the first API call, to production launch and beyond. You'll partner closely with Sales during discovery and technical evaluation, guide Customers through integration, and help build the documentation and playbooks that make onboarding faster for everyone who comes next.

This is a high-exposure Individual Contributor role on a growing team, reporting to our Head, Customer Solutions Engineer. You'll have a playbook to learn from and a manager invested in your growth, plus plenty of room to make the role your own as we scale.

What Success Looks Like

- Smooth, on-time launches: Integrations move from kickoff to go-live on schedule, with risks and milestone slippage surfaced early rather than discovered late.




- Less repeat problem-solving: Docs, playbooks, and AI-assisted workflows measurably cut down on repeat questions and one-off troubleshooting over time, instead of just existing on paper.
- Plans and feedback that hold up: Discovery conversations translate into integration plans that don't need heavy rework once the real integration is underway, and customer feedback consistently reaches product and leadership in a form they can act on.

What You'll Do

- Pre-Sales & Discovery Support: Partner with Sales on technical discovery calls: ask sharp questions, pick up on what partners aren't saying outright, and help scope solutions that actually fit their architecture.
- Customer Onboarding: Guide Tuhk's banking, merchant, and partner Customers through the integration lifecycle: solution design, sandbox testing, certification, and go-live. You'll also own the project management side of things: tracking timelines, coordinating internal and partner stakeholders, and keeping integrations on schedule through go-live and into the post-launch period, not just during the technical build.
- Solution Architecture: Work cross-functionally with Sales, Product, Technology, and Leadership to help design implementations that are scalable, compliant, and operationally sound.
- Technical Expertise: Get hands-on with:

– Sync/Async webhook patterns – REST APIs

– Logs and technical troubleshooting

– Testing in a pre-production setting, and performing controlled launches within production while coordinating with customers

– JSON payloads

- Integration Support: Provide hands-on support to partner engineering & business teams by troubleshooting API, gateway, and settlement issues to keep implementations on track.
- Customer Feedback Loop: Capture and structure feedback from banking, merchant, and partner customers, and work cross-functionally with product and leadership to make sure the right feedback gets prioritized and acted on, not just logged.
- Documentation Ownership: Create and maintain customer-facing technical docs: integration guides, sample payloads, FAQs, and best practices. Keep everything current as product and compliance evolve.
- AI-Enabled Efficiency: Use AI tools like Claude every day to draft documentation, accelerate troubleshooting, and build reusable assets faster. We want people who look for smarter ways to work, not just harder ones.

What You Bring

1. Pre-sales or technical partner-facing experience:



3-5 years as a Sales Engineer, Solutions Engineer, Implementation Engineer, or similar, ideally in B2B SaaS (bonus for payments, banking, or fraud/risk experience). We want real stories from real deals, not just a list of tools.
2. Strong technical acumen: you're comfortable with REST APIs, API keys, and OAuth, and you understand different kinds of webhooks. You don't need to code, but you can read technical documentation, test things, and hold your own in a conversation with an engineer.
3. Polished communication: not just in delivery, but in the ability to read the room on a nuanced discovery call, ask the right follow-up question, and help navigate complex technical design conversations with both engineers and business stakeholders.
4. Customer feedback experience: a track record of listening to customer feedback, distilling it into something actionable, and advocating internally with product and engineering so the right things get prioritized.
5. Genuine AI enthusiasm: You've gone beyond occasionally asking an AI tool to rewrite an email: you actively experiment with it to research, troubleshoot, document, and automate work, always validating the output. You have real world experience with something that used to take you hours and you've learned to do it dramatically faster with the help of AI.
6. Hungry, humble, and hardworking: you want to learn, lean in, and grow alongside a high-growth startup, not just clock in.
7. Ownership: you take responsibility for getting to an outcome, even when the path isn't obvious. You're comfortable asking questions, challenging assumptions, learning quickly, and admitting when you don't know something. And when you solve a problem once, your instinct is to ask: how do we make sure nobody here has to solve this from scratch again? You're excited to help refine processes, not just follow them.
8. Education: a Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field is an asset. We equally value equivalent hands on experience & passion. We care less about letters after your name than proven work and propensity and attitude towards continuous learning.

Bonus Points

Familiarity with payments, chargebacks, disputes, and/or anti-fraud solutions; and comfort supporting partners across time zones, since our launch market is the UK, with US/CAN as fast followers.

Five Benefits of Tuhk

- Equity Potential: We have the opportunity to own a piece of Tuhk through options.
- Remote: We're fully remote.
- Balance: Three weeks (15 business days) PTO.
- Health: Coverage starts on day one. We value peace of mind.
- Growth: Direct mentorship from our Head, Customer Solutions Engineer, unmatched access to our executive leadership team and a clear path to grow your scope as the team scales.

📌 Customer Solutions Engineer (Canada)
🏢 Tuhk
📍 Canada