Bilingual Implementation Engineer (German), EMEA

Description

You will join the EMEA B2B support team as a German-speaking implementation engineer, and candidates must live in Ireland on a permanent basis.

The company makes cybersecurity software used by millions of individuals and thousands of organisations worldwide. It is available in 23 languages and sold in over 150 countries, and it is among the fastest-growing cybersecurity firms.

Its zero-trust, zero-knowledge platform is built for public sector IT and protects users, devices and critical infrastructure from cyberattacks. Its AI-enabled, cloud-native flagship is recognised in Gartner's Magic Quadrant for Privileged Access Management, and its certifications give public sector buyers the assurance they need.

As a SaaS implementation engineer, you guide customers from onboarding to full use as they fit the platform into their own environment. You work out their business needs, configure the software to match, give technical support and work with other teams.

Responsibilities

• Run needs assessments with customers to learn their goals and requirements, then build the implementation plan around them.
• Configure features, workflows and integrations to each customer's specification while keeping performance and usability sound.
• Communicate with German-speaking customers by phone and in writing.
• Provide continuous level 2 technical support: troubleshoot, resolve issues, spot project risks early and escalate them when needed.
• Oversee several implementation projects at once, keeping them on schedule and within scope, and keep internal stakeholders and customers updated on progress.
• Design and deliver training sessions so customers use the product effectively.
• Write documentation, user guides and knowledge resources.
• Keep accurate records of configurations, customisations and customer communication.
• Work with product development, sales and customer success to make each implementation succeed.
• Attend internal meetings to share customer needs and feed back ideas for improving the product.

Requirements

• At least 5 years of progressively responsible experience in SaaS implementation, technical support or a similar role.
• Native German and fluent English, both spoken and written.
• Bachelor's degree in computer science, information technology or a related field, or equivalent practical experience.
• Solid Windows and Linux administration and troubleshooting skills.
• Strong command of the Linux shell and PowerShell.
• Advanced knowledge of firewalls, Active Directory, DNS servers, authentication protocols and LDAP.
• Advanced knowledge of on-premises, cloud and hybrid environments.
• Strong understanding of SaaS architecture, cloud technologies and software integration.
• Proficiency in programming languages, APIs and data manipulation.
• Proven ability to lead external customer engagements.
• Excellent communication and interpersonal skills, with the ability to manage client relationships.
• Excellent problem-solving skills for technical issues.
• Ability to work independently and in a team across global regions and time zones.
• Experience with Google office tools.
• Preferred: SaaS deployment experience, ideally with security software.
• Preferred: working knowledge of and hands-on experience with Salesforce.
• Preferred: PMP certification and/or other SaaS or cloud technology certifications, which are a plus.
• Preferred: IT experience.
• Preferred: Python proficiency.

Conditions

The role is hybrid for candidates within commuting distance of the Cork, Ireland office, and fully remote for those living outside that distance.

Background verification happens after an offer, and references are sought with your consent before a final offer.

Applicant data is kept for 24 months from your last application activity, then deleted or anonymised, unless you opt into the talent database or are hired.

Depending on the role and location, a company entity in the US, Ireland or Japan controls your personal data, and data may be accessed by company entities worldwide for hiring decisions under appropriate safeguards.

You can access, correct or delete your data, object to or restrict processing, withdraw consent, request data portability, and complain to your data protection authority.

Diversity information is optional, is not shared with hiring managers, and no hiring decision is made by automated processing alone.

The company is an equal opportunity employer.

Benefits

• Onsite lunches.
• Private healthcare with no waiting period.
• Pension contribution with no waiting period.
• Sick pay.
• Bike-to-work scheme, for those living locally.