Implementation Engineer

Location: Remote

Employment Type: Full-Time

About the role

As the Implementation Engineer at Fortress, you will have hands-on experience supporting end users during implementation, configuration, and troubleshooting of software solutions. You will work in a fast-paced environment supporting a variety of projects and products, responsible for the implementation and ongoing support of the Fortress Platform. This role involves User Acceptance Testing of new releases and deploying them to all environments. You will coordinate with software architects, project leaders, external customers, and senior management to implement and support world-class information security solutions.

Responsibilities

• Act as the initial point of contact for all application and system-related concerns from clients or other employees.
• Develop training materials, customize solutions, and advise management on best practices for system implementation and support, particularly in application troubleshooting and usage.
• Lead the testing and evaluation of new features, ensuring they meet rigorous standards before deployment.
• Utilize advanced technical expertise to guide the implementation process.
• Independently diagnose and resolve complex software and system issues, making critical decisions that impact the overall functionality and security of the platform.
• Communicate complex technical concepts and solutions to end users, colleagues, and senior management to ensure clear understanding and effective problem resolution.
• Manage escalations and leverage internal resources as needed to resolve issues.
• Other duties as assigned.

Requirements

• 1-3 years of relevant experience in a customer-focused position involving technical knowledge of a company’s products and services.
• Professional written and interpersonal skills for communicating with customers and clients.
• Ability to prioritize and manage several milestones and projects efficiently.
• Ability to learn complex software and quickly adapt to new technologies.
• Persistence in solving difficult problems independently while knowing when to seek help.
• Self-motivated with strong problem-solving aptitude and resourcefulness.
• Ability to interface successfully with both internal and external clients.
• Comfort with accepting constructive criticism and customer feedback regarding software or IT services.
• Experience working with company help desk software (e.g., Zendesk) and remote access desktop programs.
• Strong time-management skills and the ability to establish reasonable deadlines for resolution.
• Excellent written and verbal communication skills.
• Professional documentation, presentation, and planning skills.
• Proven ability to multi-task competing priorities.

Qualifications

• A Bachelor's degree in Information Technology, Computer Science, or a closely related field is required.

Preferred Skills

• Technical background.
• Customer service background.
• Experience with helpdesk software such as Zendesk or Atlassian Service Desk.
• Advanced certifications such as CompTIA A+ or Security+.

Benefits

• Remote and hybrid working environment.
• Competitive pay structure.
• Medical, dental, and vision plans with employees covered up to 90%, including progressive options for dependents and families.
• Company-paid life, short-term, and long-term disability insurance.
• Employee Assistance Program.
• 401(k) match.
• Flexible Paid Time Off.
• Parental Leave.

Employment Perks

• Professional growth opportunities through succession planning, upskilling, and certifications.
• Tuition and certification reimbursement.
• Employee Referral Programs.
• Company-sponsored events.

Pay

$55,000 - $75,000 per year, depending on experience and qualifications.