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.
• 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.

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