Senior Implementation Engineer

Responsibilities

• Partner with Customer Success, Sales, Operations, and Support teams to establish and refine customer onboarding operations.
• Guide customers through initial journey points and deliver customer-centric onboarding solutions.
• Improve strategies, automations, workflows, and tooling to streamline onboarding.
• Maintain knowledge-base content for common customer situations.
• Execute day-to-day onboarding and provisioning with rapid execution and minimal friction.
• Ensure smooth transitions between Customer Success, Sales, Onboarding, and Support teams.
• Provide personalized onboarding through efficient, automated workflows.
• Build customer relationships throughout onboarding and migration before transition to Customer Success Management.
• Balance personalized support with scalable processes.
• Track provisioning, onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic-alignment metrics.

Requirements

• 4+ years of professional, full-time, post-graduate experience working with external customers and internal sales, support, or success teams in a customer onboarding or implementation engineering role.
• Direct customer-facing onboarding experience.
• Deep experience with SaaS platforms and cloud-based technologies.
• Strong cross-functional collaboration and customer relationship management skills.
• Excellent problem-solving and communication skills.
• Demonstrated ability to adapt, evolve, and learn cutting-edge technologies.

Compensation & Benefits

• EU compensation: €71.4K–€102K+ equity.
• Remote-first work from home, with offices in Seattle and Paris for connection and collaboration.
• Flexible scheduling.
• Generous paid time off, quarterly Whaleness Days, and an end-of-year Whaleness break.
• Home-office support and a technology stipend equivalent to US$100 net per month.
• Annual learning and development stipend.
• 16 weeks of paid parental leave after six months of employment.
• Equity for all full-time employees.
• Country-dependent medical, retirement, and paid-holiday benefits.
• Docker swag.