Staff Implementation Engineer

Clutch

2d•Remote

About The Position

As a Staff Implementation Engineer, you combine hands-on ownership of our largest, most complex customer implementations with work that strengthens how the whole team delivers. You'll directly own 2-3 accounts from our largest segment at a time, while also developing the tools, processes, and shared expertise that help everyone succeed. You're a technical resource teammates can turn to, a builder who turns one-off solutions into repeatable process and tooling, and a collaborative partner who helps multiply the team's collective impact. A lot of your impact happens in the ambiguous space between teams — partnering with Product and Engineering to triage issues that surface during implementations, work with our enablement team to scale implementation expertise, and drive cross-functional projects to resolution. You bring deep technical ability alongside strong communication skills, and you're energized both by solving hard implementation problems directly and by helping the team become more efficient and effective across delivery. This role is a strong fit for someone who has done implementation work at a senior level and is excited to broaden their impact. We are looking for someone who can step into ambiguous, high-stakes problems and find a repeatable path forward. Our Professional Services team implements the Clutch platform for our Credit Union customers. We gather requirements, build out the platform to their specifications, work with them to test and ensure it works as intended, and then set them live so they can realize value. We're a team with a bias for Customer Success — our top metric isn't setting customers live, it's ensuring their success through renewal and expansion. We work closely with Product and Engineering every day — the issues we surface during implementations shape what gets built and fixed next, so cross-functional collaboration is core to how we operate. Our company is growing rapidly, and so is our team. We're looking for people who want to help us evolve as a team as we build toward a world-class delivery motion — and this role is central to making that happen.

Requirements

5+ years in implementation, solutions/technical consulting, or a comparable technical delivery role, ideally including complex enterprise or SaaS implementations
A proven track record owning complex, high-stakes technical delivery end-to-end, from architecture through go-live
Comfort operating in ambiguity — bringing structure and a clear point of view to problems that span Implementation, Product, and Engineering, including where ownership isn't yet defined
Experience translating customer-surfaced issues into actionable, well-scoped work for product and engineering partners, and driving those items to resolution across teams
Experience helping a team grow — mentoring others, setting technical standards, and building tooling or process that others adopt
Excellent written and verbal communication; comfortable leading meetings with senior customer stakeholders and partnering effectively across functions
Ability to identify and clearly communicate pragmatic solutions to complex, ambiguous integration problems
Background in Computer Science or equivalent strong technical training
Deep experience integrating with web APIs; familiarity with modern web frameworks (React, Node.js, etc.)
Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, SDKs)
Ability to read, write, and understand code in multiple programming languages; working knowledge of Python, JSON, GitHub, and the terminal, with JavaScript/TypeScript a plus
A self-starter who can step into ambiguous, high-stakes problems and decompose them into a clear path forward
Superior time management to run multiple large external customers simultaneously
A passion for working with people — you can explain a complex technical issue so almost anyone can follow it

Nice To Haves

fintech, financial services, or credit union domain experience

Responsibilities

Directly owning end-to-end delivery for 2-3 of our largest and most strategic customer implementations, including the build, testing, and go-live processes.
Leading cross-functional triage of issues surfaced during implementations — translating customer-facing problems into well-scoped tickets, partnering with Product and Engineering to diagnose root cause, and driving them to resolution even when ownership spans multiple teams
Serving as a technical resource for the team's most challenging problems, partnering on escalations and complex integration work across implementations. You are an expert at driving clarity in ambiguous situations.
Increasing implementation efficiency across the team — identifying bottlenecks and repetitive work, then designing the process, tooling, and standards that help everyone deliver more effectively
Feeding implementation learnings back into the product — surfacing recurring pain points and feature gaps to Product and Engineering, and helping turn implementation into a product
Supporting teammates' growth through mentorship and knowledge-sharing
Being a knowledgeable resource on Clutch's platform capabilities and design patterns across products (DAO, Lending, and beyond)
Defining where AI can expand what the implementation team is capable of, and helping build the AI-enabled workflows and standards the team adopts. Resisting one-off solutions and bringing a systems thinking approach to delivery in the AI era.
Communicating plans, progress, and risk clearly to both internal partners and senior customer stakeholders