Implementation Engineer

Accountabilities: In this role, you will oversee customer implementations from initial requirements gathering through deployment and ongoing support, ensuring that each solution is configured effectively and delivers value. Work directly with customers to understand their business objectives, assess technical requirements, and develop tailored implementation plans. Configure the cybersecurity platform to meet customer-specific needs, including workflows, features, integrations, and system settings. Guide customers through deployment and integration processes, ensuring smooth transitions into full platform utilization. Develop and deliver training sessions to help customers use the software effectively. Create and maintain comprehensive implementation documentation, user guides, and knowledge resources. Provide Level 2 technical support, troubleshoot customer issues, and resolve technical concerns efficiently. Identify potential project risks and implementation challenges, taking corrective action and escalating issues when necessary. Maintain accurate records of customer configurations, customizations, communications, and implementation progress. Collaborate with Product Development, Sales, and Customer Success teams to coordinate successful implementations and share customer feedback. Participate in internal meetings to communicate customer needs and recommend opportunities for product and service improvements. Manage multiple implementation projects concurrently, ensuring delivery within agreed timelines and scope. Maintain transparent and consistent communication with customers and internal stakeholders regarding project status, progress, and emerging issues. Requirements : The ideal candidate combines substantial SaaS implementation experience with strong technical troubleshooting capabilities and the ability to lead customer-facing engagements. You should be comfortable working across different IT environments and collaborating with teams in multiple regions and time zones. At least 5 years of progressive experience in SaaS implementation, technical support, or a related technical role. Experience deploying and integrating SaaS solutions; cybersecurity software experience is preferred. Strong understanding of SaaS architecture, cloud technologies, software integrations, and on-premises, cloud, and hybrid environments. Hands-on experience administering and troubleshooting macOS, Windows, and Linux systems. Strong command of Linux Shell and PowerShell. Advanced knowledge of firewalls, Active Directory environments, DNS servers, LDAP, and authentication protocols. Proficiency in programming languages, APIs, integrations, and data manipulation. Experience leading external customer engagements, including technical discussions, implementation projects, and training sessions. Working knowledge of Salesforce is preferred. Experience using Google Docs and Microsoft Office tools. Excellent communication and interpersonal skills, with the ability to build and maintain effective customer relationships. Strong analytical and problem-solving abilities, particularly when diagnosing and resolving technical issues. Ability to work independently and collaboratively with global teams across different regions and time zones. Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience. Additional qualifications that would be advantageous: PMP certification and/or certifications in SaaS, cloud technologies, or related areas. Previous IT experience. Familiarity with Python. Professional fluency in both French and English, written and spoken. Benefits : Medical, dental, and vision insurance, including coverage for domestic partnerships. Employer-paid life insurance. Supplemental life insurance options for employees, spouses, and children. Voluntary short-term and long-term disability insurance. 401(k) retirement plan with Roth and Traditional options. Generous paid time off that recognizes employee commitment and seniority. Additional paid leave for bereavement and jury duty. Above-market annual bonus opportunities. Fully remote work within eligible U.S. states. Hybrid work arrangement available for candidates located near the Chicago headquarters.