Implementation Engineer
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Job Description
Implementation Engineer developing Infrastructure-as-Code and CI/CD solutions for Helpshift's customer support platform. Collaborating with teams and clients to optimize support processes and integrations.
Responsibilities:
- Developing Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi
- Developing CI/CD pipelines for Cloud Deployments
- Developing custom automation (Lambda Functions/ Azure functions)
- Efficient with programming languages (Python, JavaScript, bash, powershell, C#)
- Managing code repositories and performing peer code reviews
- Ability to maintain the code hygiene and writing test cases for the solutions.
- Mentoring and training junior engineers in your pod
- Familiar with agile development methodologies
- Manage your tasks effectively ahead of each sprint within Jira
- Assist with proof of concepts for strategic and enterprise customers
- Work side-by-side with customers to design, diagram and document complex integrations then build and deploy said designs.
- Establish partnerships and strategic relationships with contacts at our biggest brands
- Time management is critical and should be able to manage multiple tasks/projects simultaneously.
- Analyze and audit existing Helpshift implementations for the purpose of making improvements
- Become an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions
- Work collaboratively with Account Managers, Customer Success Managers, and Sales team to ensure customers’ overall success with the product
- Continually optimize the overall development process with improvements to documentation, trainings, and other customer-facing content
Requirements:
- You have a minimum of 3 years of SaaS experience in a specialization such as consulting services, technical pre-sales or solution engineering
- Proven experience translating ambiguous customer requirements into actionable technical solutions
- You are proficient with any of: Python, Go, C#, Node.js, Powershell
- You are proficient with deploying cloud solutions on AWS or Azure (preferred)
- You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
- You are exceptionally organized and a project manager at heart
- Understanding of Object Oriented Programming concepts
- You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated
- You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike
- You are proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel
- You are curious about complex systems and a natural problem solver
- Bonus points for previous experience working in a support role or call center product
- Build rapport with customers as a consultative seller
- Visual Storytelling – Use visual narratives to share a lot of information in a short amount of time
- May need to work across different time zones as the team operates on a global scale.
- Will need to report on-site based on business needs.
Benefits:
- We want to make sure you have everything you need to work efficiently — that’s why we offer remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. You’ll also have the option to visit our office at the Global Office Park in Katowice!
- We want you to stay healthy and happy - so we offer the attractive benefits package including private medical care option, My Benefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services.
- We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
- We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize!
- We want you to be a part of our community - so we offer the unique chance to look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!
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