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 continual support for the Fortress Platform.

• Conduct User Acceptance Testing for new releases and ensure deployment across all environments.

• Collaborate with software architects, project leaders, external customers, and senior management to implement and maintain information security solutions.

• Serve as the primary contact for application and system-related inquiries from clients and employees.

• Create training materials, tailor solutions to meet specific needs, and advise management on best practices for system implementation and support.

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

• Direct the implementation process utilizing advanced technical expertise.

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

• Articulate technical concepts and solutions clearly to end users, colleagues, and senior management.

• Manage escalated issues and utilize internal resources to achieve resolutions.

• Execute other responsibilities as needed.

⛳️ Requirements

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

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

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

• Ability to quickly learn complex software and adapt to new technologies.

• Determination to tackle challenging problems and independently find solutions, while knowing when to seek assistance.

• Self-motivated, resourceful, and possesses a problem-solving mindset.

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

• Open to receiving constructive criticism and customer feedback regarding their experiences with software or IT services.

• Comfortable using help desk software like Zendesk and other remote access desktop applications to assist others.

• Time-management skills coupled with the ability to set reasonable and achievable deadlines for issue resolution.

• Exceptional written and verbal communication abilities.

• Strong documentation, presentation, and planning skills.

• Proven time management skills with the ability to juggle competing priorities effectively.

• Technical background is preferred.

• Customer service experience is preferred.

• Familiarity with helpdesk software such as Zendesk or Atlassian Service Desk is advantageous.

• Advanced certifications like CompTIA A+ or Security+ are highly desirable.

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

• For positions based in the US, conditional-offer drug testing is applicable.

🏝️ Benefits

• Remote and hybrid working options available.

• Competitive salary structure.

• Comprehensive medical, dental, and vision plans with coverage for employees up to 90%, including progressive options for dependents and families.

• Company-funded life insurance and short- and long-term disability insurance.

• Employee Assistance Program.

• 401(k) matching.

• Flexible Paid Time Off.

• Parental Leave.

• Access to thousands of Learning & Development courses, covering topics from mental health and wellbeing to technical and business-related subjects.

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

• Tuition and certification reimbursement.

• Employee Referral Programs.

• Company-sponsored events.