Technical Implementation Specialist

About the role

As a Technical Implementation Specialist, you'll help deliver a seamless onboarding experience for customers by coordinating implementations and supporting technical integrations from kickoff through to go-live.

You'll work closely with customers and cross-functional teams to manage implementation projects, resolve technical issues, and ensure customers are set up for success. This role combines project coordination with hands-on technical problem solving and offers the opportunity to work across customer experience, technology, and operations.

Main responsibilities

• Lead customers through the onboarding and implementation process from kickoff to go-live.
• Cook up implementation timelines, milestones and deliverables to support successful deployments.
• Facilitate customer meetings, communications and follow-up activities throughout implementation.
• Partner with Customer Success, Product and Technical teams to deliver a consistent customer experience.
• Identify implementation risks or blockers and work with stakeholders to resolve them.
• Support technical onboarding activities, including integrations, data setup and system configuration.
• Troubleshoot common implementation and integration issues, escalating more complex problems where appropriate.
• Communicate technical concepts and implementation progress clearly to both technical and non-technical audiences.
• Maintain implementation documentation and contribute to improving processes, workflows and reporting.

Essential criteria

• 4+ years' experience in implementation, customer success, technical support or a similar customer-facing technical role.
• Experience working directly with customers in a SaaS or technology environment.
• Experience coordinating multiple implementation projects and managing competing priorities.
• Working knowledge of APIs, data integrations, system configuration or data workflows.
• Experience supporting integrations such as SSO, rostering or data synchronisation.
• Demonstrates a structured approach to troubleshooting technical issues and recognising when escalation is required.
• Communicates clearly and effectively with customers and internal stakeholders.
• Experience maintaining implementation documentation and improving operational processes.

Desirable criteria

• Experience within SaaS, EdTech or implementation-focused environments.
• Familiarity with CRM systems, ticketing platforms and project management tools.
• Basic SQL or experience querying data.
• Experience using AI-enabled tools to improve implementation workflows, documentation or issue diagnosis.
• Ability to work within Pacific or Mountain Time Zones to support business needs.