Implementation Engineer

Route•Lehi, UT

2d•Hybrid

About The Position

Route is the leading post-purchase platform for modern ecommerce, trusted by thousands of brands and protecting more than $20 billion in gross merchandise value to date. From package protection and industry-leading order tracking to returns and exchanges, cash back loyalty, and engaging product recommendations, Route brings every moment after checkout into one powerful platform, empowering shoppers with visibility and peace of mind while giving merchants loyalty that lasts well beyond the first sale. Route's Solutions Engineering department is the technical backbone of our merchant-facing organization. We partner with merchants and the non-technical teams across Route who serve them whenever the conversation gets technical, from the first demo through launch and across the life of the account. We own the technical scoping and solution design, the implementation of Route's post-purchase products on every storefront we touch, and the technical relationship that keeps merchants thriving on the platform long after go-live. This is a small, high-leverage team that treats AI as a force multiplier by using AI tooling to move faster, diligence deeper, and raise the technical bar on every merchant interaction. The Implementation team specifically is responsible for implementing the Route widget on merchant sites, ensuring seamless integration so merchants can get the most out of Route's products and features. The biggest challenges we tackle are reducing merchant time to revenue, handling complex custom integrations, and maintaining implementation quality across a high volume of merchant onboarding.

Requirements

1-2 years of experience with HTML, CSS, and JavaScript, or equivalent demonstrated experience
Strong problem solving skills and resourcefulness
Experience working in collaborative, cross-functional environments and managing multiple stakeholder needs simultaneously
Excellent attention to detail with the ability to communicate complex ideas clearly to both technical and non-technical audiences
A fast learner who can absorb new tools, platforms, and concepts quickly and apply them effectively
Embody a culture of innovation, transparency, discovery, and collaboration
Comfortable using AI tools (such as Cursor, Claude Code, or similar) to accelerate problem-solving, scripting, and documentation; a mindset toward leveraging AI to work smarter and move faster is an expectation

Nice To Haves

Familiarity with one or more major e-commerce platforms (Shopify, WooCommerce, BigCommerce, or similar) preferred but not required.
Front-end development experience preferred but not required.
BS/BA in Information Systems, Computer Science, or a related technical field is preferred but not required.

Responsibilities

Implement Route's products and features on merchant e-commerce sites, ensuring seamless integration with the merchant site and shopper experience
Collaborate closely with Account Executives, Solution Engineers, Customer Success Managers throughout the merchant implementation lifecycle
Partner cross-functionally with Merchant Support and Software Engineers to troubleshoot technical issues and drive optimal implementation outcomes
Monitor Route's product behavior, identify anomalies, and surface optimized solutions proactively
Maintain thorough and accurate documentation throughout the implementation lifecycle, capturing technical configurations, merchant-specific customizations, and process notes to ensure continuity and support team-wide knowledge sharing
Develop custom scripting solutions when merchants encounter implementation blockers
Lead implementation calls with merchants, explaining technical concepts in clear, accessible ways and making sure concerns are addressed and resolved
Manage and prioritize the implementation queue using Salesforce and Linear
Resolve escalated implementation issues with a sense of urgency and ownership
Continuously refine implementation processes to improve team productivity and efficiency