Implementation Specialist

Job Title: Technical Implementation Specialist

Location: Remote from Poland

Duration: 12 months contract (end date is Nov 22, 2027)

Time Zone: 9–5 PM, EST Timezone

Job Responsibilities

Why We Need You

• We're scaling our Integrations team, and we need an experienced Technical Implementation Specialist to support our growing customer base by successfully implementing enterprise integrations. This is an ongoing engagement where you'll work directly with customers to set up critical integrations that make or break their deployments.
• In this role, you own the technical side of implementations: helping customers configure integrations, troubleshooting issues, answering technical questions and ensuring successful deployments. Your support directly impacts customer satisfaction and successful platform adoption.

Positions Available

• 1 x Technical Implementation Specialist (9–5 PM, EST Timezone), full-time 35–40 hours per week, Monday to Friday.

Key Responsibilities

• Configure, and test enterprise integrations between organisation and customer systems, primarily using REST APIs, webhooks, and standard authentication mechanisms (e.g. SAML, OAuth).
• Serve as a consultative point of contact for customers and internal stakeholders when ideating, scoping, and assessing the feasibility of custom solutions.
• Serve as the primary technical point of contact throughout customer implementations and migrations, partnering directly with customers through email, Slack, and virtual meetings.
• Work with customers to scope use cases and translate them into clear technical requirements for integrations, configuration, and deployment.
• Independently diagnose and troubleshoot integration issues using logs, request/response payloads, and relevant tools, collaborating with engineering to escalate bugs and complex problems with clear context and impact.
• Document integration setups and troubleshooting guides to enable repeatable, high‑quality implementations and continuous improvement of our playbooks.
• Manage multiple customer projects in parallel, balancing priorities and setting clear expectations on timelines, risks, and status, proactively identifying blockers and driving them to resolution.

What You Bring

• At least 2 years of experience in a technical role such as Implementation / Integrations Specialist, Technical Consultant, L2+ Support Engineer, or similar, working with SaaS or software products.
• Hands-on experience configuring and troubleshooting integrations using REST APIs, webhooks, JSON, and standard authentication and identity management protocols.
• Comfort taking ownership as the primary technical contact for customer integrations, from initial setup through deployment and stabilization.
• Ability to break down complex technical concepts and explain them clearly to non‑technical stakeholders.
• Strong written, verbal and customer-facing communication skills
• A structured, analytical approach to troubleshooting and solving problems independently.

Must-Haves

• Native‑level English, across written and spoken communication.
• Minimum 2 years’ experience in a hands‑on technical role (implementation, integrations, technical consultant, L2+ support, TAM, etc.) for a SaaS or software product.
• Ability to solve problems independently and think critically through technical challenges.
• Patience and professionalism when working with complex technical scenarios.
• Ability to work to deadlines and iterate on feedback quickly.
• Experience acting as the primary technical contact and implementer for external customer integrations or deployments (not just assisting or coordinating).
• Ability to manage multiple customer projects in parallel, prioritize effectively, and meet agreed timelines.
• Hands‑on use of at least one project management tool (Jira, Asana, Trello, Monday.com, Notion, etc.) to track tasks and share updates.
• Growth mindset and coaching attitude.
• Willingness to work across a wide variety of subjects and use cases.
• High autonomy: self‑directed, async‑first, and comfortable with fast‑changing priorities.

Nice-to-Haves

• Experience with enterprise integrations related to AI assistants, automation tools, or learning platforms, e.g. connecting to support systems, CRMs, HRIS, internal wikis, ticketing tools, or LMS/LXP.
• Experience working with international or multinational enterprise B2B customers, including cross‑timezone collaboration.
• Strong troubleshooting skills across different systems and platforms.
• Hands‑on experience with platform integrations such as Single Sign‑On, SCIM, APIs, event/webhook‑based architectures, and standards like xAPI.
• Ability to write basic SQL or use database/query tools to validate data and troubleshoot sync issues.
• Experience creating integration documentation, runbooks, or automation scripts to improve implementation efficiency.
• Previous experience in a mentoring, lead, or managerial capacity within a technical SaaS team, or a clear aspiration to grow into such a role.