Implementation Engineer

Role overview Guide business customers through the technical setup and adoption of a cloud security platform. The role combines discovery, configuration, integration support, customer training, and level-two troubleshooting, while coordinating several implementation projects and keeping customers and internal teams aligned.

Responsibilities - Assess customer goals and technical requirements, then create an implementation approach tailored to their environment. - Configure the service, workflows, and integrations to support customer needs and reliable operation. - Deliver customer training and create practical documentation, user guides, and knowledge resources. - Troubleshoot technical issues, manage project risks, and escalate issues when needed. - Maintain clear records of configurations, decisions, and customer communications. - Coordinate with product, sales, and customer success teams; manage multiple projects to agreed scope and timelines. - Share customer feedback internally to inform product improvements.

Requirements - At least 5 years of progressive experience in SaaS implementation, technical support, or a related field. - Experience administering and troubleshooting macOS, Windows, and Linux environments, with strong Linux shell and PowerShell skills. - Advanced knowledge of firewalls, Active Directory, DNS, authentication protocols, and LDAP. - Understanding of SaaS architecture, software integrations, and on-premises, cloud, and hybrid environments. - Experience with APIs, programming, and data manipulation. - Strong customer-facing communication, troubleshooting, project coordination, and relationship-management skills. - Ability to work independently and collaboratively across regions and time zones; degree in a relevant field or equivalent practical experience.

Nice to have Security software deployment experience, Salesforce familiarity, Python, IT experience, project management or cloud certifications, and French-English bilingual communication.

Benefits and work setup Fully remote in select locations, with a hybrid option near the company’s Chicago headquarters. Benefits include medical, dental, and vision coverage; life and disability insurance; a 401(k); paid time off and leave for qualifying events; and annual bonuses.