Implementation Engineer

About the Role

We are seeking an Implementation Engineer to join our post-sales Customer Success team. Partnering with our Customer Success Managers, you’ll work directly with customers to ensure that Jellyfish maps to a customer’s software engineering practices, both when they first become customers and as our products and our customers’ engineering practices evolve. Your work providing a smooth and engaging onboarding experience will be critical to retaining customers and driving long-term success with Jellyfish. It’s an ideal gig for someone who loves the art and science of software development, and enjoys interacting with engineering leaders who are seeking to be on the cutting edge of software engineering excellence.

Responsibilities

• Meet with new customers to learn about their software development practices.
• Propose how to best integrate Jellyfish into customers’ processes, potentially persuading customers to implement recommended best practices.
• Project manage the implementation process by designing an onboarding plan, executing product configurations, and engaging other technical resources as needed.
• Consult with Account Executives and Sales Engineers about the work performed during the sales process to assess customer's priorities for implementation.
• Manage the customer experience throughout the onboarding process, with particular emphasis on customer communication, internal collaboration, and prompt and effective escalation.
• Conduct initial training for onboarding customers and work with CSMs on customers’ ongoing training plan.
• Provide ongoing recommendations to customers on the implementation of new or complex configurations throughout the customer lifecycle, in collaboration with CSMs.
• Stay up to date on Jellyfish features and releases, and communicate product changes to customers via training and enablement sessions.

Qualifications

• Experience with software development processes, particularly how Jira and source control systems like GitHub are used by engineering teams.
• Self-motivated with a strong interest in contributing to continuous improvement of processes and procedures.
• Experience working at a software company (ideally SaaS) and comfort in a dynamic startup environment.
• Passion for learning and solving complex problems with an empathetic touch.
• Organized with an ability to develop and execute complex plans throughout the client relationship lifecycle.
• Experience project managing customer-facing projects and successfully using collaborative project management tools.
• Team-oriented, collaborative, and comfortable working cross-functionally.
• Convincing and personable, with strong verbal/written communication and presentation skills, comfortable persuading internal and external resources.
• Technically proficient with an aptitude for analyzing data.
• At least one year of Implementation, Sales Engineering, Customer Success, Support, or Integrations-focused Solution Consulting experience.

Humility, a performance-driven attitude, and a team-player approach are most important. We love to have fun and win in the process. We only hire people who have a passion for building great companies in an environment where a sense of humor is a must.

Occasional travel may be required.

Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of an employment visa at this time.

About Jellyfish

Jellyfish enables leaders to effectively build AI-integrated engineering teams, align engineering decisions with business initiatives and deliver the right software efficiently and on time. AI tools alone won’t transform your org—Jellyfish shows you what’s working, what’s not, and how to build high-performing teams that know how to use AI the right way.

Key skills/competency

• Implementation Engineer
• Customer Success
• SaaS
• Jira
• GitHub
• Project Management
• Technical Consulting
• Customer Onboarding
• Software Development
• Data Analysis