Lead Partner Success Implementation Engineer

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

📋 Description

• Provide expert-level technical advice, troubleshooting, and platform expertise to partner customers post-readiness.

• Advocate for product improvements by prioritizing complex partner requirements and collaborating with internal engineering and product teams.

• Manage critical and escalated support situations to ensure prompt resolutions, facilitate root-cause analysis, and optimize platform performance.

• Oversee a range of intricate technical implementation projects for partner customers, covering advanced configurations, integrations, deployment architecture, and onboarding strategies.

• Ensure partners are well-versed in scalable deployment models, technical best practices, and strategies for long-term operational success, while enforcing implementation standards.

• Facilitate the transition from implementation to steady-state support by defining readiness criteria and ensuring a seamless transfer for partners and internal teams.

• Act as a liaison to TAM and Partner Success organizations, ensuring robust technical alignment across partner and customer support efforts.

• Work closely with Partner Success Managers to evaluate partner maturity, pinpoint technical deficiencies, and develop scalable adoption strategies.

• Relay product updates, platform modifications, and technical insights to partner-facing teams, influencing roadmap alignment and overall operational excellence.

• Develop and disseminate standardized best practices, technical playbooks, and insights learned across partner accounts.

• Facilitate internal knowledge-sharing sessions, mentor Implementation Engineers, and enhance the technical skills of the Partner Success organization.

• Contribute to the enablement strategy, documentation, and training materials to bolster partner readiness and technical expertise.

• Lead executive business reviews and advocate for partner technical needs in strategic planning discussions.

⛳️ Requirements

• 7+ years of experience in implementation engineering, solutions engineering, technical support, or a related customer-facing technical role.

• Strong proficiency in diagnosing and resolving intricate technical issues across integrations, APIs, configurations, and deployment environments, including driving systemic solutions.

• Outstanding communication skills, with the capacity to convey highly technical concepts to diverse audiences, including executive stakeholders.

• Demonstrated ability to lead technical projects, influence stakeholders, and collaborate effectively across cross-functional teams, often without direct authority.

• Willingness to travel up to 20% regionally; occasional international travel may be required to meet with partners, participate in business reviews, and support regional initiatives.

🏝️ Benefits

• NICE-FLEX hybrid model, offering maximum flexibility: 2 days in the office and 3 days of remote work each week.