Implementation Engineer

This is a fully remote position, open to applicants in Florida.

📋 Description

• Assist end users throughout the implementation, configuration, and troubleshooting of software solutions.

• Implement and provide continuous support for the Fortress Platform.

• Conduct User Acceptance Testing for new releases and deploy these updates across all environments.

• Collaborate with software architects, project leaders, external customers, and senior management.

• Serve as the primary contact for application and system inquiries.

• Create training materials, tailor solutions, and advise management on best practices for implementation and support.

• Oversee testing and evaluation of new features prior to deployment.

• Direct implementation processes utilizing advanced technical expertise.

• Identify and resolve complex software and system issues that affect platform functionality and security.

• Convey technical concepts and solutions to end users, colleagues, and senior management effectively.

• Manage escalations and utilize internal resources to resolve issues promptly.

• Perform additional duties as assigned.

⛳️ Requirements

• 1-3 years of relevant experience in a customer-oriented role with technical knowledge of company products and services.

• Strong written and interpersonal skills for effective communication with customers and clients.

• Capability to prioritize and manage multiple milestones and projects efficiently.

• Aptitude for learning complex software and quickly adapting to new technologies.

• Perseverance in tackling challenging problems and the ability to independently discover solutions.

• Proficient in interfacing successfully with both internal and external clients.

• Receptive to constructive criticism and customer feedback.

• Comfortable utilizing company help desk software like Zendesk and other remote access desktop applications.

• Strong time-management skills and the ability to set reasonable, achievable resolution deadlines.

• Excellent written and verbal communication abilities.

• Professional skills in documentation, presentation, and planning.

• Demonstrated capacity to multitask across competing priorities.

• A Bachelor's degree in Information Technology, Computer Science, or a related field is mandatory.

• A technical background is preferred.

• A background in customer service is preferred.

• Experience with Zendesk or Atlassian Service Desk is advantageous.

• CompTIA A+ or Security+ certifications are highly sought after.

🏝️ Benefits

• Remote and hybrid working options available.

• Competitive pay structure.

• Medical, dental, and vision plans with coverage for employees up to 90%, along with progressive options for dependents and families.

• Company-paid life insurance and short- and long-term disability coverage.

• Employee Assistance Program.

• 401(k) matching.

• Flexible Paid Time Off.

• Parental leave.

• Opportunities for professional growth through succession planning, up-skilling, and certifications.

• Tuition and certification reimbursement.

• Employee referral programs.

• Company-sponsored events.