Implementation & Support Engineer #Remote #Fulltime #8+ years

Job Title: Implementation & Support Engineer

Location: Remote

Experience: 8+ years

About the Role

We are looking for proactive and customer-focused
Implementation & Support Engineers
to join our team. In this role, you will serve as the bridge between our clients, development team, and operations, ensuring smooth implementation of new system changes, timely resolution of issues, and exceptional client experience.

You will work closely with customers to understand their needs, assist in rollout of updates and configurations, document and triage support issues, and collaborate with internal teams to deliver high-quality solutions. This position requires strong communication skills, technical curiosity, and the ability to handle production environments with confidence.

Key Responsibilities

• Client Engagement & Communication
• Act as the primary point of contact for clients, ensuring professional and timely communication.
• Understand customer needs and translate them into actionable requirements for the development team.
• Conduct regular client meetings, demos, and follow-ups on reported issues and enhancement requests.
• Implementation & Rollouts
• Plan, coordinate, and execute deployment of new features and system changes into production environments.
• Ensure minimal downtime and smooth go-live transitions during releases.
• Support configuration changes and environment updates as part of system rollouts.
• Support & Incident Management
• Triage and troubleshoot L1 issues reported by clients, escalating to engineering teams when needed.
• Perform basic debugging and log analysis to assist in faster issue resolution.
• Document bugs, incidents, and feature requests clearly and accurately in project management tools (e.g., Jira, Azure DevOps).
• Coordination with Internal Teams
• Work closely with the development team to provide clear, actionable details on client issues and requests.
• Collaborate with QA and engineering during testing and rollout phases.
• Ensure proper communication between customers and internal stakeholders to align expectations and delivery timelines.
• Documentation & Reporting
• Maintain accurate and detailed records of issues, feature requests, and system changes.
• Contribute to building and updating internal and client-facing knowledge base articles.
• Provide regular status reports and feedback loops to clients and internal teams.

Required Skills & Qualifications

• Strong verbal and written
  communication skills
  with the ability to interact confidently with clients.
• Experience in
  technical support
  ,
  software implementation
  , or
  application rollout
  roles.
• Ability to
  triage and diagnose Level 1 (L1) issues
  and perform basic debugging and log analysis.
• Experience working with
  project management / ticketing tools
  (e.g., Jira, Azure DevOps).
• Hands-on experience with
  production environments
  , including deploying and validating system changes.
• Strong organizational and documentation skills with attention to detail.
• Ability to manage multiple priorities and work effectively under pressure.
• A proactive, problem-solving mindset and the ability to work
  independently with minimal supervision
  .
• Good understanding of
  software development lifecycle (SDLC)
  and agile methodologies.

Preferred (Nice-to-Have) Skills

• Basic knowledge of
  databases
  (e.g., SQL queries) for issue triage.
• Familiarity with
  CICD
  and deployment processes.
• Exposure to
  API-based applications
  and basic understanding of client-server communication.
• Previous experience working with
  banking, fintech, or enterprise applications
  .
• Scripting knowledge (PowerShell, Bash, or Python) for basic automation tasks is a plus.