Implementation Engineer

About the Role

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.

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.

Responsibilities

• 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.

Qualifications

• 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.
• Strong technical troubleshooting skills to trace data flows, identify integration issues, and resolve challenges between customer environments 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.
• 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.