Remote job
Principal Implementation Engineer, Customer Support
Job details
About this role
Role overview
Lead technical implementation work for enterprise customers adopting a security platform, from production deployment planning through ongoing improvements and feature adoption. The role also serves as a trusted technical contact for assigned customers and helps strengthen implementation practices across the wider team.
Responsibilities
- Plan and lead enterprise deployments, helping customers establish sound configurations and operating practices. - Advise on platform use, implementation choices, and general security, while resolving issues and anticipating future needs. - Act as a technical contact for assigned customers and participate in periodic reviews of their environments and adoption goals. - Work with product and engineering teams to prioritize customer-relevant bugs and feature requests. - Coach implementation teammates and share troubleshooting guidance and recommended configurations with technical writing partners. - Contribute to internal projects such as reproducing customer environments, building integrations, and developing automations; occasionally attend customer or industry events, with some travel possible.
Requirements
- Experience in a technical position such as systems engineering, implementation, DevOps, or IT infrastructure; equivalent education or demonstrable skills may be accepted. - Strong English communication and the ability to make complex technical matters understandable. - Excellent problem-solving skills, empathy, and a customer-focused approach. - Willingness to share knowledge, support teammates, and contribute to team development. - Ability and desire to work remotely; the role is intended for candidates located in the United Kingdom.
Nice to have
- Familiarity with several areas such as Linux, Windows, or macOS; Docker, Kubernetes, or Podman; cloud platforms; identity systems; storage; networking; SQL; or SAML and OpenID Connect.
Benefits and work setup
- All-remote team, with occasional travel potentially required.