Implementation Engineer

Location: United States At Expel, signing a new customer is just the beginning. The real magic happens when we turn that excitement into a seamless onboarding experience, working integrations, confident security teams, and a customer who's ready to get the most out of our platform. That's where you come in. As an Implementation Engineer, you'll own the first 30–60 days of the customer journey, taking customers from their initial sales handoff through technical implementation, enablement, and their first real value with Expel. This isn't just about configuring tools or checking boxes. You'll be the person bringing everything together, helping customers navigate technical challenges, keeping implementations on track, and making sure they're set up for success long after onboarding is complete. You'll work closely with customers, our Security Operations Center (SOC), Customer Success, and internal technical teams to deliver an onboarding experience that's thoughtful, efficient, and built around each customer's environment. What Expel can do for you: Give you ownership of the customer onboarding experience, from initial handoff through successful implementation and transition to Customer Success. Provide opportunities to work with a variety of enterprise security environments, technologies, and customer challenges. Connect you with experienced security practitioners across our SOC, engineering, and customer-facing teams. Give you a voice in improving how we onboard customers, streamline processes, and deliver value faster. Help you continue developing your technical expertise across cybersecurity, cloud environments, and Expel's Workbench platform. Offer a remote work environment where you can collaborate across teams while taking ownership of your work. What you can do for Expel: Own the customer onboarding journey. Manage a portfolio of 15–20+ implementations simultaneously, guiding customers from post-sale handoff through technical setup, enablement, and initial value. Bring customers live with confidence. Lead technical onboarding, including security integrations, configurations, Workbench training, custom setup, and incident simulations. Help customers get the most out of Expel. Partner with our SOC to validate customer configurations and ensure they're positioned to detect and respond to real threats. Keep implementations moving. Establish clear timelines, communicate expectations, manage milestones, and hold customers accountable while maintaining strong relationships. Get ahead of potential issues. Identify technical blockers, customer readiness gaps, and slipping timelines early, escalating when necessary to prevent onboarding delays and future retention risks. Make customer transitions seamless. Partner closely with Customer Success to ensure every handoff includes the technical context, customer expectations, and documentation needed for long-term success. Help us continuously improve. Identify recurring onboarding challenges, provide feedback to Product and internal teams, and recommend improvements that reduce friction and accelerate time-to-value. Support the broader team. Maintain accurate implementation documentation and provide technical guidance to associate-level teammates when needed. What You Should Bring With You 2+ years of experience implementing SaaS solutions, security services, or IT services within enterprise environments. Experience in a customer-facing technical role, such as Implementation Engineering, Solutions Engineering, Technical Support, or Professional Services. Working knowledge of cybersecurity technologies, including EDR, SIEM, NDR, and CASB, and how these tools support enterprise security operations. A solid understanding of networking fundamentals, including the OSI model, DNS, firewalls, and proxies, particularly as they relate to security integrations and deployments. Familiarity with cloud environments such as AWS, Azure, or GCP and their native security services. Understanding of enterprise security best practices and common compliance frameworks such as SOC 2, ISO 27001, and HIPAA. The technical troubleshooting skills to trace data flows, identify integration issues, and work through challenges between a customer's environment and Expel's platform. Strong communication skills and the ability to translate technical concepts for security practitioners, business stakeholders, and customers. Experience managing multiple customer implementations or technical projects simultaneously, keeping priorities organized and timelines on track. The confidence to set expectations, navigate difficult conversations, and hold customers accountable while maintaining positive relationships. Good judgment around when to troubleshoot independently, when to escalate, and how to adapt when a customer's environment doesn't fit the standard playbook. A bachelor's degree or equivalent practical experience. Additional Notes The base salary range for this role is between $93,900 USD and $136,200 USD, with a target range of $104,000 to $126,500, plus bonus eligibility and equity. We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits. We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas. We're an Equal Opportunity Employer: You'll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind. Salary Range $93,900—$136,200 USD