Implementation Specialist

• Build, lead, and mentor a high-performing L2 Support team. Manage team schedules, set performance goals (KPIs/SLAs), and foster professional development.
• Act as the primary technical escalation point for complex issues from our customer facing teams. Triage, troubleshoot, and diagnose problems in our production environment for new and existing customers, often by reading application logs and reviewing code.
• Lead the L2 response during technical escalations, coordinating with stakeholders and ensuring clear communication. Drive the post-incident review process and work with engineering on root cause analysis (RCA).
• Partner with pre-sales and technical account management teams to provide technical answers for RFPs and assist in designing implementation solutions for new and existing customers.
• Utilize your ability to read and understand code (e.g., Python, Java, or similar) to identify bugs, analyze system behavior, and assist in troubleshooting.
• Apply a strong understanding of infrastructure (cloud platforms, networking) and InfoSec principles to diagnose multi-system issues and collaborate on security-related incidents.
• Work closely with Engineering, DevOps, and Information Security to escalate and resolve complex issues. Communicate technical details clearly to both technical and non-technical audiences.
• Identify trends in support requests to pinpoint opportunities for process improvement, automation, and self-service. Optionally, contribute to building support scripts and diagnostic tools.
• Develop and maintain comprehensive L2 documentation, runbooks, and knowledge base articles to improve team efficiency and issue resolution speed.

Customer Engineer – Team Lead

Implementation Manager