Implementation Engineer

Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally.  This role would require you to work in a North American Time Zone.  

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.

Key Responsibilities

1. 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.

Qualifications

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

• Experience in a B2B or B2B2C environment, supporting businesses that serve end-user consumers.
• Familiarity with integration platforms (e.g., Workato) and tools (e.g., Postman).
• Technical certifications (e.g., AWS Certified Developer, ITIL) are a plus.

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.

Employee Benefits

• Stock Options
• Paid Flexible Time Off (including time off to care for family members, as well as Sick Time)
• Paid Parental Leave Benefit
• Group Health Insurance (Medical, Vision, and Dental) with a variety of PPO & HMO plans and a flexible spending account
• 401(k) Retirement Plan
• 100% Paid Life and Long-Term Disability Insurance

The “Extras”

• Remote Work: Join a flexible, effective remote team and work where you’re comfortable- literally anywhere! We’ve had Zipliners join us from vans, RVs, sailboats, and AirBnBs around the globe.
• Computer accessories and office setup: There’s a science to being effective at home and we help you get there with the right equipment and accessories that you need.
• Company off-sites: Most years we come together (IRL!). Past retreats were held in Santa Cruz, New York, Mexico City, Puerto Vallarta, and Costa Rica.
• Education stipends: We believe in perpetual learning! If there’s a class that you want to take or a book that will help you expand your horizons, we’ll support it, as long as it fits within our team budgets.
• Coffee Stipend: To encourage breaks and a change of scenery, we provide a small stipend each month to get you out of the house and relax at your favorite coffee spot.

A note on our Flexible Time Off Policy - We don’t have a set number of “Days Off” at Zipline, and instead Zipliners request time off when and as they need it, under a Flexible Time Off Policy. Each request is then reviewed by your manager and a decision is made with all of the appropriate business considerations accounted for. Typically, we see Zipliners using 15-25 days per year, and it’s important to note that time off is not unlimited.

We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal-opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Got More Time, here’s more about Zipline!

How do we work? Remotely. We have been 100% remote since the company was founded. We come together as a company every week for our Wednesday Socials, where the topic can be a classic “Standup” format, a micro-learning around burnout and mental health, followed by discussion, or silly trivia…and anything in between! Some Fridays, we come together to learn from each other. One week it might be about opossum rescue. Another week it might be an update on our product roadmap or the results of our customer satisfaction survey. We are all expert Zoom navigators, and love the freedom of working from anywhere, using technology to connect.

With Zipline, retail employees feel more connected, understand the role they play in the brand’s mission, and feel good about the work they’re doing. This is important to us because retail is one of America's most populous workforces but also one of the most underserved. Through Zipline, we can touch on one in four American workers whose jobs and needs are often underrepresented.

We have made incredible progress but changing the industry is hard. We are well funded by leading venture capital firms like Emergence Capital and ready to scale. We need your help to improve how this 4.4 trillion dollar industry communicates with its store employees. Cumbersome, slow, and inefficient systems should not be the status quo. Help us retool retail, and Keep Today on Track™