Implementation Engineer

Fortress Information Security•Orlando, FL

2d•$55,000 - $75,000•Remote

About The Position

The Implementation Engineer supports end users during the implementation, configuration, and troubleshooting of software solutions. The role supports a variety of projects and products in a fast-paced environment and is responsible for implementing and providing ongoing support for the Fortress Platform. The engineer also conducts User Acceptance Testing for new releases and deploys releases to all environments. The position involves frequent coordination with software architects, project leaders, external customers, and senior management to implement and support information security solutions. The engineer serves as an initial point of contact for application and system concerns, independently diagnoses and resolves issues, manages escalations, and communicates technical concepts and solutions to users and colleagues. The role also includes developing training materials, customizing solutions, advising management on implementation and support practices, and testing new features before deployment. This is a full-time remote position. The listed compensation is $55,000–$75,000 per year, depending on experience and qualifications. A bachelor's degree in Information Technology, Computer Science, or a closely related field is required, along with 1–3 years of relevant customer-focused experience involving technical knowledge of a company's products and services.

Requirements

1–3 years of relevant experience in a customer-focused position involving technical knowledge of a company's products and services.
Bachelor's degree in Information Technology, Computer Science, or a closely related field.
Professional written and interpersonal communication skills when working with customers and clients.
Ability to prioritize and manage multiple milestones and projects efficiently.
Ability to learn complex software and quickly pick up new technologies.
Ability to persist through difficult problems, independently find solutions, and seek help when appropriate.
Self-motivation, resourcefulness, and problem-solving aptitude.
Ability to work successfully with internal and external clients.
Ability to accept constructive criticism and customer feedback about software or IT services.
Comfort using company help desk software, such as Zendesk, and other remote-access desktop programs.
Time-management skills and ability to establish reasonable, attainable resolution deadlines.
Excellent written and verbal communication skills.
Professional documentation, presentation, and planning skills.
Ability to manage time effectively and handle competing priorities.

Nice To Haves

Technical background.
Customer service background.
Experience with help desk software such as Zendesk or Atlassian Service Desk.
Advanced certifications such as CompTIA A+ or Security+.

Responsibilities

Act as the initial point of contact for application- and system-related concerns from clients or other employees.
Develop training materials, customize solutions, and advise management on best practices for system implementation and support, including application troubleshooting and usage.
Lead testing and evaluation of new features to ensure they meet standards before deployment.
Use technical expertise to guide the implementation process.
Independently diagnose and resolve complex software and system issues, answering questions, analyzing problems, and determining solutions to restore proper system operation.
Communicate technical concepts and solutions to end users, colleagues, and senior management.
Manage escalations and use internal resources as needed to resolve issues.
Support implementation and ongoing operation of the Fortress Platform.
Perform User Acceptance Testing for new releases and deploy them to all environments.
Perform other duties as assigned.

Benefits

Medical, dental, and vision plans, with employees covered up to 90% and options for dependents and families.
Company-paid life insurance and short- and long-term disability insurance.
Employee Assistance Program.
401(k) match.
Flexible Paid Time Off.
Parental Leave.
Access to thousands of Learning & Development courses covering wellbeing and technical and business-related subjects.
Tuition and certification reimbursement.
Professional growth opportunities through succession planning, up-skilling, and certifications.
Employee referral programs.
Company-sponsored events.
Remote and hybrid working environment.
Competitive pay structure.