Implementation Engineer

The Opportunity:

The Implementation Engineer is responsible for the hands‑on technical deployment, configuration, integration, and validation of SPHERE board within enterprise customer environments.

Working closely with the Implementation Manager, project stakeholders, and customer infrastructure, identity, database, network, and security teams, this role helps move implementations from discovery through production readiness and customer handoff.

Success in this role requires strong systems administration and troubleshooting skills, confidence working directly with customers, disciplined follow‑through, and an understanding of enterprise security and identity governance environments.

Deployment & Configuration

• Install, configure, and validate SPHERE board components, including application services, connectors, agents, and data collectors.
• Integrate SPHERE board with directory services, identity platforms, databases, cloud platforms, infrastructure systems, and other enterprise data sources.
• Execute implementation activities in accordance with the approved scope, project plan, security requirements, and change-management processes.
• Validate data ingestion, normalization, completeness, and visualization within SPHERE board before promoting integrations to production use.

Customer Service & Partnership

• Serve as a dependable customer-facing technical partner throughout discovery, implementation, testing, and transition to operations.
• Build trusted relationships by listening carefully, understanding the customer’s business and security objectives, and aligning technical work to the outcomes they are trying to achieve.
• Translate complex technical concepts, risks, and decisions into clear language appropriate for technical teams, project managers, and business stakeholders.
• Set and manage expectations by communicating progress, dependencies, risks, blockers, and next steps promptly and accurately; avoid surprises and close the loop on commitments.
• Lead or actively participate in customer workshops, technical working sessions, status meetings, and issue‑resolution calls with professionalism and preparation.
• Respond to questions and concerns with patience, urgency, and ownership, coordinating across internal teams when resolution requires additional expertise.
• Maintain composure during difficult conversations or high-impact issues, focusing discussions on facts, options, ownership, and a practical path forward.
• Advocate for both customer success and a supportable solution by identifying scope changes, operational risks, or unsupported approaches early and escalating them appropriately.

Technical Discovery & Requirements Gathering

• Collaborate with customer and internal teams to gather technical, security, access, infrastructure, and operational requirements.
• Analyze the existing environment and identify integration points, prerequisites, dependencies, constraints, and potential implementation risks.
• Confirm ownership and readiness of customer‑provided items such as servers, service accounts, firewall rules, certificates, source inventories, and test data.
• Document environmental configurations, decisions, assumptions, open questions, and acceptance criteria so all stakeholders share a common understanding.

Troubleshooting & Issue Resolution

• Troubleshoot end to end across identity systems, operating systems, networks, DNS, ports and firewalls, permissions, certificates, application services, databases, connectors, and source data.
• Use logs, queries, system utilities, and controlled testing to isolate root causes and distinguish product issues from environmental or configuration issues.
• Work with Engineering, Product, Cloud, Security, and Support teams to elevate complex problems with complete evidence, business impact, and reproducible details.
• Implement and validate solutions with a security‑first mindset and in compliance with customer policies and approved change procedures.

Documentation & Knowledge Transfer

• Create and maintain implementation documentation, including architecture and environment details, configuration records, runbooks, test evidence, validation results, and support procedures.
• Keep project…