Implementation Engineer, Zipline

• 2-5+ years using SaaS platforms and cloud-based technologies (Heroku, AWS, GCP, etc.)
• 2-5+ years experience with APIs, webhooks, and system integrations
• 2-5+ years using Ruby on Rails for programming and Ruby scripting
• 2-5+ years with database concepts and query languages (e.g., SQL, BigQuery, PostgreSQL)
• 2-5+ years of experience in a technical implementation, onboarding, or support role in a SaaS environment. Retail experience is a plus
• Proven experience working on integrations with WFM, SAML/SSO/SCIM, or other enterprise systems
• Excellent communication and interpersonal skills to collaborate with technical and non-technical stakeholders
• Strong organizational and project management abilities
• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience

Desirable

• The Implementation Engineer plays a critical role at Zipline, bridging the gap between product development and customer success
• Their primary responsibility is to ensure that clients successfully integrate and deploy Zipline into their existing systems and workflows, enabling them to derive maximum value and ROI from the product
• We are looking for a highly skilled Implementation Engineer to join our team and play a key role in onboarding and integrating the Zipline platform within a wide variety of customer segments and verticals
• In this role, you will work closely with clients to ensure seamless deployment, provide technical guidance and best practices and collaborate with internal teams to drive product success
• Your expertise will help customers maximize the value of our software while ensuring a smooth and efficient implementation experience
• Lead the technical aspects of onboarding for new customers, ensuring timely and accurate implementation of the Zipline platform
• Conduct technical discovery sessions to understand customer workflows, integration needs, and success metrics
• Configure the platform based on customer requirements, including customizations and user/team access settings (i.e. user/password, SSO/SAML, SCIM, roles, security, etc.). Mapping of business requirements to the technology is of vital importance
• Work with customers to integrate the Zipline platform with their existing systems (e.g., WFMs, SSO, or other third-party tools)
• Work with customers to ensure syncing (and manipulation/transformation) of various external data sources (data syncing, ETL, file transfer) into Zipline
• Leverage APIs, SDKs, and other tools to ensure data flows and system compatibility
• Set up and test integrations to validate functionality and resolve issues before go-live
• Collaborate with Zipline Account Managers and Zipline Implementation Managers to align on implementation goals and timelines
• Track progress and maintain detailed documentation for each implementation project using tools such as Jira, GitHub, Basecamp, Trello or similar
• Proactively communicate with customers to provide timely updates and manage expectations
• Identify and resolve technical challenges during the implementation phase. Utilize monitoring and debugging tools such as Datadog, Sentry, and internal logs/auditing to diagnose and resolve issues efficiently
• Escalate complex issues to Engineering or Product teams as needed, ensuring timely resolution
• Provide guidance on best practices to ensure customers maximize platform value
• Deliver technical training and enablement sessions as necessary to help customers understand and utilize the platform effectively
• Create technical implementation guides, FAQs, and troubleshooting resources tailored to specific customer use cases
• Provide feedback to Product and Engineering teams on customer needs, feature requests, and usability improvements
• Partner with Support teams and Technical Account Managers to ensure a smooth handoff post-implementation
• Key Metrics for Success:
• Time to Go-Live: Efficiency in completing customer implementations within agreed timelines
• Implementation Accuracy: Minimizing errors and rework during onboarding and integration
• Customer Satisfaction (CSAT): Positive feedback on the implementation process
• Adoption Metrics: Success in enabling customers to use core features effectively
• Escalation Resolution: Ability to address and resolve implementation challenges promptly