Implementation Engineer

Zipline is a well funded and quickly growing SaaS company that works with many of the world's top retailers across many industries. We have best in class NPS and CSAT scores and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond

Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally. This role would require you to work in a North American Time Zone.

The Implementation Engineer plays a critical role at Zipline, bridging the gap between product development and customer success. Their primary responsibility is to ensure that clients successfully integrate and deploy Zipline into their existing systems and workflows, enabling them to derive maximum value and ROI from the product.

We are looking for a highly skilled Implementation Engineer to join our team and play a key role in onboarding and integrating the Zipline platform within a wide variety of customer segments and verticals. In this role, you will work closely with clients to ensure seamless deployment, provide technical guidance and best practices and collaborate with internal teams to drive product success. Your expertise will help customers maximize the value of our software while ensuring a smooth and efficient implementation experience.

Key Responsibilities:

1. Customer Onboarding and Setup

• Lead the technical aspects of onboarding for new customers, ensuring timely and accurate implementation of the Zipline platform.
• Conduct technical discovery sessions to understand customer workflows, integration needs, and success metrics.
• Configure the platform based on customer requirements, including customizations and user/team access settings (i.e. user/password, SSO/SAML, SCIM, roles, security, etc.). Mapping of business requirements to the technology is of vital importance.

2. System Integration and Configuration

• Work with customers to integrate the Zipline platform with their existing systems (e.g., WFMs, SSO, or other third-party tools).
• Work with customers to ensure syncing (and manipulation/transformation) of various external data sources (data syncing, ETL, file transfer) into Zipline.
• Leverage APIs, SDKs, and other tools to ensure data flows and system compatibility.
• Set up and test integrations to validate functionality and resolve issues before go-live.

3. Project Coordination

• Collaborate with Zipline Account Managers and Zipline Implementation Managers to align on implementation goals and timelines.
• Track progress and maintain detailed documentation for each implementation project using tools such as Jira, GitHub, Basecamp, Trello or similar.
• Proactively communicate with customers to provide timely updates and manage expectations.

4. Troubleshooting and Technical Support During Implementation

• Identify and resolve technical challenges during the implementation phase. Utilize monitoring and debugging tools such as Datadog, Sentry, and internal logs/auditing to diagnose and resolve issues efficiently.
• Escalate complex issues to Engineering or Product teams as needed, ensuring timely resolution.
• Provide guidance on best practices to ensure customers maximize platform value.

5. Enablement and Knowledge Transfer

• Deliver technical training and enablement sessions as necessary to help customers understand and utilize the platform effectively.
• Create technical implementation guides, FAQs, and troubleshooting resources tailored to specific customer use cases.

6. Collaboration with Internal Teams

• Provide feedback to Product and Engineering teams on customer needs, feature requests, and usability improvements.
• Partner with Support teams and Technical Account Managers to ensure a smooth handoff post-implementation.

Qualifications:

Technical Expertise:

• 2-5+ years using SaaS platforms and cloud-based technologies (Heroku, AWS, GCP, etc.)
• 2-5+ years experience with APIs, webhooks, and system integrations.
• 2-5+ years using Ruby on Rails for programming and Ruby scripting
• 2-5+ years with database concepts and query languages (e.g., SQL, BigQuery, PostgreSQL).

Experience and Skills:

• 2-5+ years of experience in a technical implementation, onboarding, or support role in a SaaS environment. Retail experience is a plus.
• Proven experience working on integrations with WFM, SAML/SSO/SCIM, or other enterprise systems.
• Excellent communication and interpersonal skills to collaborate with technical and non-technical stakeholders.
• Strong organizational and project management abilities.

Education:

Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience.

Preferred Qualifications:

• Experience in a B2B or B2B2C environment, supporting businesses that serve end-user consumers.
• Familiarity with integration platforms (e.g., Workato) and tools (e.g., Postman).
• Technical certifications (e.g., AWS Certified Developer, ITIL) are a plus.

Key Metrics for Success:

• Time to Go-Live: Efficiency in completing customer implementations within agreed timelines.
• Implementation Accuracy: Minimizing errors and rework during onboarding and integration.
• Customer Satisfaction (CSAT): Positive feedback on the implementation process.
• Adoption Metrics: Success in enabling customers to use core features effectively.
• Escalation Resolution: Ability to address and resolve implementation challenges promptly.

Compensation:

At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role has a minimum annual salary within Canada of $104,000 CAD and a maximum of $156,000 CAD. This role has a minimum annual salary in the US of $104,000 and a maximum of $156,000 USD.

The broad salary ranges reflect the growth someone will experience in the role—from developing skills to reaching expertise within their career level. We've found that hiring team members with the expectation of being accomplished in the role sets them up for success, which for this position on the USA band means a starting salary of $117,000 USD Within the Canadian band, $117,000 CAD. Salaries below this point typically reflect someone with potential but still building the necessary skills, while salaries above are for individuals already excelling in the role, with a deep understanding of Zipline's impact on customers, product, and company.

At Zipline, you'll continue to have career development conversations with your manager to ensure your compensation grows as you advance.

Our salary ranges are determined by market, factoring in our revenue and employee size, paying competitively at the 75th percentile. In higher cost of living markets, we apply 5-10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflective of the increased expenses our team members face in those areas. While we primarily hire in Canada and the USA, we are a global employer, and all hiring regions will use the same methodology to determine fair and transparent pay.

Transparency is key to building trust in our compensation process. To better understand how this range is determined, we encourage you to ask as many questions as you'd like about compensation during the interview process to ensure clarity and confidence.

What's in it for you:

• Remote-first culture: Join a high performing, fully remote team and work where you're comfortable
• Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
• Time off: We believe rest fuels great work. Our flexible time-off policy gives you the freedom to take the breaks you need, when you need them—whether it's a long weekend or a well-deserved vacation. We'll also give you a monthly coffee-shop stipend to switch up your workspace and get inspired outside the office. And when you've been with us for five years? You'll earn a fully paid one-month sabbatical to truly unplug and reflect—we call it a thank-you for your impact and dedication.
• Benefits: World-class medical, dental, and vision policies.
• Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.
• Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
• Learning: We support continuous learning and provide unlimited access to our Udemy Business account
• Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Want to learn more about how we work?

We may be remote, but we're anything but disconnected. Zipline is a thriving, dynamic team spread across the globe—collaborating, innovating, and having a blast along the way.

Zipliners work from all over—vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.

Even though we're distributed, we make space to connect—whether it's our weekly all-company social or gathering in person at our yearly retreats. We're building something meaningful together, and we're glad you're considering being a part of it.

We can't wait to meet you