Implementation Engineer

Helpshift, a Keywords Studio - bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Coupons.com and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.

We're currently looking for eager and enthusiastic Implementation Engineer.

What you’ll be doing:

• Developing Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi
• Developing CI/CD pipelines for Cloud Deployments
• Developing custom automation (Lambda Functions/ Azure functions)
• Efficient with programming languages (Python, JavaScript, bash, powershell, C#)
• Managing code repositories and performing peer code reviews
• Ability to maintain the code hygiene and writing test cases for the solutions.
• Mentoring and training junior engineers in your pod
• Familiar with agile development methodologies
• Manage your tasks effectively ahead of each sprint within Jira
• Assist with proof of concepts for strategic and enterprise customers
• Work side-by-side with customers to design, diagram and document complex integrations then build and deploy said designs.
• Establish partnerships and strategic relationships with contacts at our biggest brands
• Time management is critical and should be able to manage multiple tasks/projects simultaneously.
• Analyze and audit existing Helpshift implementations for the purpose of making improvements
• Become an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions
• Work collaboratively with Account Managers, Customer Success Managers, and Sales team to ensure customers’ overall success with the product
• Continually optimize the overall development process with improvements to documentation, trainings, and other customer-facing content

Requirements

What we are looking for:

• You have a minimum of 3 years of SaaS experience in a specialization such as consulting services, technical pre-sales or solution engineering
• Proven experience translating ambiguous customer requirements into actionable technical solutions
• You are proficient with any of: Python, Go, C#, Node.js, Powershell
• You are proficient with deploying cloud solutions on AWS or Azure (preferred)
• You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
• You are exceptionally organized and a project manager at heart
• Understanding of Object Oriented Programming concepts
• You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated
• You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike
• You are proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel
• You are curious about complex systems and a natural problem solver
• Bonus points for previous experience working in a support role or call center product
• Build rapport with customers as a consultative seller
• Visual Storytelling – Use visual narratives to share a lot of information in a short amount of time
• May need to work across different time zones as the team operates on a global scale.
• Will need to report on-site based on business needs.

Benefits

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

• We want to make sure you have everything you need to work efficiently — that’s why we offer remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. You’ll also have the option to visit our office at the Global Office Park in Katowice! 
• We want you to stay healthy and happy - so we offer the attractive benefits package including private medical care option, My Benefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services. 
• We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates. 
• We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize! 
• We want you to be a part of our community - so we offer the unique chance to look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world! 

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

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Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: Remote