Implementation Engineer

Implementation Engineer at Fortress Location: Remote Compensation: $55,000 - $75,000 per year, depending on experience and qualifications. Employment Type: Full-Time 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 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. Minimum Qualifications 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. Education A Bachelor's degree in Information Technology, Computer Science, or a closely related field is required. Employee Benefits Remote and Hybrid working environment 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 Access to thousands of Learning & Development courses that range from mental health and wellbeing, stress, and time management to an array of technical and business‑related courses 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 Fortress is proud to be an Equal Opportunity Employer. All employees and applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. Fortress Information Security takes part in the E‑Verify process for all new hires. For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will have to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case‑by‑case basis. #J-18808-Ljbffr