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Implementation Engineer

Portland, OR | Customer Success

Job Description

Urban Airship offers Mobile Relationship Management (MRM) solutions that enable brands and marketers to earn and maintain a presence on their customers’ mobile devices in order to build brand awareness, engage users, drive conversions and increase customer loyalty. Its cross-platform solutions manage the end-to-end process of delivery customer-and location-targeted mobile push messages and Apple Passbook passes including consulting services and analytics to optimize effectiveness. We run a high capacity, fault tolerant, and horizontally scalable infrastructure. 

A great Implementation Engineer is passionate about the customer experience, technology, and can personally relate to a developer’s struggles. The role bridges the gap between technical and non-technical and is frequently interacting with development, product, marketing, and leadership from our largest clients. This position requires a product expert that can use a client’s use cases to help guide their technical teams through the implementation of Urban Airship’s products and services.

Responsibilities

  • Interface with customers in final stages of contracting with Sales to gather, collect, and document technical, product, and contract requirements regarding the customer's purchase(s) of Urban Airship’s products
  • Coordinate new customer activities with appropriate team members. Keep all parties apprised of customer requirements, deliverables, and timelines
  • Act as single point of contact for customers in implementation process ensuring a high level of responsiveness if issues arise
  • Provide metrics as established by department leadership to track and report customer implementation activities and associated issues and/or opportunities for reporting to both customer and internal stakeholder reporting
  • Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
  • Partner with the Engineering and Development teams to resolve customer issues
  • Write documentation, knowledge base articles, and tutorials to improve the customer experience of Urban Airship products and services
  • Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements
  • Contribute to the development of our implementation and support policies and procedures
  • Do whatever it takes to provide an outstanding experience

Skills and Experience

  • BS in Computer Science or equivalent
  • 3+ years of technical client-facing experience
  • Working knowledge of Linux and/or Mac OS X command line
  • Comfortable with IOS and Android mobile platforms and their development tools
  • Able to read code and write code (especially Python, Java, or Objective-C)
  • Good with people when they're happy and when they're not
  • Strong written and verbal communication skills including the ability to communicate with both technical and non-technical customers
  • Must thrive at working in a fast paced environment
  • Ability to work in a team environment while working independently
  • If you’re tenacious, good humored, diplomatic and helpful you’ll succeed in this role

 

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