Implementation Engineer, Zipline

• Technical Expertise
• 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)
• Experience and Skills
• 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
• Education
• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience
• Preferred Qualifications:

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
• Customer Onboarding and Setup
• 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
• 2. System Integration and Configuration
• 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
• 3. Project Coordination
• 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
• 4. Troubleshooting and Technical Support During Implementation
• 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
• 5. Enablement and Knowledge Transfer
• 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
• 6. Collaboration with Internal Teams
• 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

• Dental and vision plans
• Wellness allowance
• 401k plan
• Computer accessories and office set up
• Education stipends
• Work from home opportunities
• Health insurance

Total funding: $39.6m

Zipline is a communication and task management platform that helps business HQs across a range of industries to communicate with their field teams. In the modern digitizing landscape, its tools empower staff to increase productivity and boost morale by providing agile communication and engagement solutions, granting the ability to relay true and timely information where it needs to be.