Implementation Specialist

The Technical Implementation Services team is seeking a customer-centric and detail-oriented Implementation Specialist to lead our customers' onboarding journeys. In this hybrid role, you will blend technical execution with project coordination to accelerate time-to-value and ensure seamless customer transitions from post-sale to steady state.

About the Team

The Technical Implementation Services team is dedicated to facilitating our customers' onboarding journeys, serving as the vital first post-sale touchpoint to deliver effective experiences that help customers quickly realize the value of their security investment.

About the Role

As an Implementation Specialist, your primary responsibility will be to act as the primary point of contact for customer onboarding projects, blending technical implementation with project coordination to drive successful post-sale execution. Specifically, your focus will be to:

• Manage standard implementation timelines, track project milestones, and ensure deliverables are met within scope and on time.
• Accelerate initial time-to-value for customers by promptly initiating project kickoffs and driving foundational technical installation and configuration.
• Engage cross-functional internal teams, partners, and subcontractors to coordinate project dependencies and drive execution.
• Perform standard software installation and configuration to align with customer environments and business requirements.
• Guide customers through technical implementation prerequisites and offer best practice advice on product setup.
• Conduct foundational validation testing, troubleshoot basic setup issues, and escalate complex technical blockers when necessary.
• Maintain accurate customer implementation records, configuration notes, and case management tracking.
• Gather customer feedback, identify process improvements, and contribute insights to implementation procedures and product development.

The skills and qualities you’ll bring include:

• Bring 2+ years of experience in a customer-facing technical role, such as implementation, sales engineering, product support, or technical account management.
• Demonstrate working knowledge of cybersecurity technologies (e.g., SIEM, ASM, Vulnerability Management, or SOAR) and SaaS solutions.
• Apply project management principles to establish ownership, set clear timelines, and hold internal and external stakeholders accountable for driving outcomes.
• Possess hands-on experience with basic software configuration, system environments, and standard report or dashboard creation.
• Hold a foundational understanding of network technologies and protocols, including DHCP, TCP/IP, DNS, and HTTP.
• Maintain familiarity with Microsoft Windows Server, Linux, and/or macOS operating systems.
• Communicate technical details clearly and effectively to non-technical users, fostering commitment and understanding across diverse audiences.
• Build cross-functional networks across internal teams, partners, and cu