Senior Implementation Engineer

Location: Remote
Department: Implementation/Integration/Technical Services
Reports To: VP of Technical Professional Services

Role Overview:

We are seeking an Implementation Engineer to join our team and support the successful deployment of our IN-Gauge software platform. This role involves configuring and implementing robust product modules, such as goals, incentives, departments (e.g., front desk, food and beverage), LMS, and auditing, while ensuring seamless integration with customer systems like PMS, POS, EDW, and other data sources. The successful candidate will be instrumental in managing data configuration, data flow, and data engineering while serving as a custodian of our internal Technical Framework.

You will lead, actively launch, and support customers daily, particularly during the first 90 days post-launch. You will work closely with customers, ensuring a high level of communication and support. Collaboration with our Technical Support, Operations, and Sales teams is essential to address any customer challenges and assist with new brand or group launches.

Key Responsibilities:

Implement IN-Gauge software by configuring various product modules (goals, incentives, LMS, departments like front desk and food and beverage).

Support and integrate customer applications such as PMS (Property Management Systems), POS (Point of Sale), and EDW (Enterprise Data Warehousing), focusing on configuration, data flow, and data engineering.

Be the custodian and champion of the internal ING Technical Framework, ensuring all lifecycle aspects are clear and well understood.

Manage projects using agile methodologies, ensuring precise tracking of progress, deadlines, and deliverables. Consistently monitor milestones to ensure efficient, on-time delivery aligned with customer needs.

Lead customer and internal meetings, ensuring clarity on project scope, timelines, and stakeholder expectations.

Monitor and support SaaS KPIs that impact implementation success.

Collaborate with Technical Support during the critical first 90 days of customer onboarding, providing guidance and resolving technical issues.

Develop and execute incident response plans, including root cause analysis (RCA) and post-incident reviews.

Quickly assess escalations, organize escalation meetings with subject matter experts (SMEs), provide frequent updates to stakeholders, document actions, and conduct post-resolution reviews to ensure continuous improvement.

Work with Product Operations as needed.

Write detailed technical documentation to support RCA.

Take ownership of specific time zones and ensure ongoing support for production customers in those regions.

Work with FPG Operations and Sales to address customer challenges and assist with onboarding new brands or groups.

Communicate effectively with both customers and internal teams, serving as a diligent responder and proactive problem solver.

Demonstrate a willingness to embrace discomfort, ask questions, and continuously learn and improve technical skills.

Oversee day-to-day operations of ETL (Extract, Transform, Load) processes, ensuring they run smoothly and efficiently with minimal downtime.

Improve customer data workflows and processes to make them efficient, cost-effective, and scalable on AWS platforms.

Provide regular reports and communications to senior stakeholders on customer engagements, projects, and initiatives. This includes updates on any risks or escalations, along with proposed mitigation strategies.

Expectations:

We expect our Implementation Engineers to have a strong understanding and commitment to continuous learning in both DevOps and DevSecOps integration. Integrating security into DevOps processes is critical, and awareness of Shift-Left Security—which integrates security early in the Software Development Lifecycle (SDLC)—is essential for addressing vulnerabilities during implementation rather than post-launch.

Engineers should also be proficient in Observability and Monitoring, focusing on understanding system states through logs, metrics, and traces. Full-stack observability is key to modern implementations, ensuring end-to-end visibility across all application components. Additionally, Site Reliability Engineering (SRE) plays a critical role in ensuring reliability and scalability in the software implementation process.

Technical Requirements:

Strong knowledge of AWS services, including S3, EC2, Lambda Architecture, Glue, DynamoDB, DocumentDB, and RDS Aurora.

Experience in data processing, scheduled jobs, and working with large datasets.

Understanding of DevOps, Infosec, and CI/CD pipelines, including the integration of data processing workflows into the DevOps cycle.

Demonstrated ability to write, execute, and optimize SQL queries to manipulate and analyze data from relational databases.

Knowledge of data privacy regulations (like GDPR, PII, PCI/DSS) and best practices for data security in cloud environments.

Ability to continuously improve your technical skill set by taking technical courses and learning on the job.

Qualifications:

Experience with SaaS platforms, particularly in configuration and customer onboarding.

Strong understanding of data flow, data configuration, and technical frameworks in cloud-based environments.

Technical certifications in AWS or cloud-based platforms are a plus.

Personal Attributes:

Strong interpersonal skills and a customer-first mindset.

Diligent, proactive, and able to handle pressure while supporting customers and internal teams.

Willingness to embrace discomfort in the pursuit of learning and improvement.

Strong team player with the ability to work independently when necessary.

Preferred Experience:

Previous experience in the hospitality industry or working with systems like PMS, POS, and EDW.

AWS Cloud Certification (AWS Certified Solutions Architect, AWS Cloud Practitioner).

Project Management Certification.

Experience designing and implementing serverless applications using AWS Lambda and associated services.

Join our team and help shape the future of IN-Gauge software implementation, driving customer success and innovation in the hospitality and data engineering space!