Implementation Engineer

What you can expect as the Implementation Engineer at Fortress… The Implementation Engineer has hands-on experience supporting end users during implementation, configuration, troubleshooting of software solutions. You will work in a fast-paced environment supporting a variety of projects and products. Responsible for the implementation and ongoing support of the Fortress Platform. You will also be responsible for User Acceptance Testing new releases and deploying them to all environments. This position will be in constant communication and coordination with software architects, project leaders, external customers, and senior management to implement and support world-class information security solutions. Responsibilities Include

• Act as the initial point of contact for all application and system related concerns from clients or other employees.
• Exercise discretion and independent judgment in developing training materials, customizing solutions, and advising management on best practices for system implementation and support pertaining to application troubleshooting and usage.
• Lead the testing and evaluation of new features, ensuring they meet rigorous standards before deployment.
• Utilize advanced technical expertise to guide the implementation process.
• Independently diagnose and resolve complex software and system issues, making critical decisions that impact the overall functionality and security of the platform including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Regularly communicate complex technical concepts and solutions to end users, colleagues, and senior management, ensuring clear understanding and effective problem resolution.
• Manage escalations and leverage internal resources as needed to resolve issues.
• Other duties as assigned.

• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company’ s products and services.
• Professional written and interpersonal skills are essential when communicating with customers and clients.
• Ability to prioritize and manage several milestones and projects efficiently.
• Ability to learn complex software and quickly pick up new technologies.
• Persist through difficult problems and independently discover solutions; know when it is most efficient to ask for help and be willing to do so.
• Self-motivated, resourcefulness and problem-solving aptitude.
• Ability to successfully interface with both internal and external clients.
• Accept constructive criticism and customer feedback regarding their experience with software or IT services.
• Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Excellent written and verbal communication skills.
• Professional documentation, presentation, and planning skills.
• Excellent time management skills and proven ability to multi-task competing priorities.

Preferred Skills

• Technical background.
• Customer service background.
• Experience with helpdesk software such as Zendesk or Atlassian service desk a plus.
• Advanced certifications such as CompTIA A+ or Security+ are highly desirable, demonstrating specialized technical knowledge., * A Bachelor’s degree in Information Technology, Computer Science, or a closely related field is required.

Parental leave, Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Employee assistance program, Disability insurance Full-time Remote, * Competitive pay structure

• Medical, dental, vision plans with employees covered up to 90% with highly progressive options for dependents and families
• Company paid life, short- and long-term disability insurance
• Employee Assistance Program
• 401(k) match
• Flexible Paid Time Off
• Parental Leave

Employment Perks:

• We provide each employee with professional growth opportunities through succession planning, up-skilling, and certifications
• Tuition and certification reimbursement
• Employee Referral Programs
• Company Sponsored Events