Implementation Engineer

Gushworks content programmes run on our customers own websites, on their domain, alongside everything else already there. Making that work means dealing with whatever infrastructure a business has accumulated over a decade: DNS configured by an agency that is no longer involved, a CDN nobody set up deliberately, redirect rules that predate the current marketing team. Every customer is a different version of that problem.

The Implementation Engineer owns it. The role sits closer to engineering, and combines hands-on technical setup with direct customer communication.

• Own the technical implementation for new customers end to end: review their environment, access, configuration and technical dependencies ahead of implementation, take the setup live, and verify the result.

• Work directly with customers to configure and validate setups, including calls with their in-house developers or agency partners as well as their marketing teams.

• Diagnose customer-specific issues across websites, APIs, networking and web infrastructure, and determine what can be resolved independently and what requires Engineering.

• Own the customer-facing communication end to end. Validate the fix, then explain what happened in language a non-technical stakeholder can act on.

• Establish where a customers domain, DNS and hosting access sits, including on older setups where this is not documented, and confirm the results of automated checks before relying on them.

• Reduce recurring issues through documentation, improvements to the implementation process, and structured feedback to Product and Engineering.

• Partner with Customer Success, Engineering and Web Development to gather context on customer requirements and share technical findings.

This role requires two things together. Most candidates have one.

• Strong technical depth. Working knowledge of HTTP/HTTPS, DNS, domains, reverse proxies, CDNs, caching, SSL and basic networking, at a level sufficient to debug them rather than describe them.

• Strong written and verbal communication. In particular, the ability to explain a technical issue in simple language to somebody who is frustrated. This is roughly half the role.

• Willingness to work in US hours (6pm to 3am) - our customers are primarily based in the US, so the role requires flexibility to work in US time zones.

In addition:

• 2 to 5 years of experience. Candidates earlier in their career who have hands-on experience operating web infrastructure, including on their own projects, are welcome to make the case in their application.

• The ability to reason about two systems at once. Most answers here depend on how a customers setup and our product interact, rather than on either in isolation.

• Strong investigative ability. Reading logs, configurations and documentation to form and test a hypothesis about an unfamiliar problem.

• The ability to make progress independently on an unfamiliar technical issue, rather than routing it onward as a first step.

• Ownership and follow-through, including holding several open issues at once without losing the urgent one.

• Experience with reverse proxies, Cloudflare, DNS, CDNs, web servers, APIs or webhooks.

• Experience with WordPress or other website platforms.

• Familiarity with developer tools, browser and network debugging, logs, and basic scripting.

• Experience with SaaS products and customer integrations.

• Prior experience in Implementation Engineering, Solutions Engineering, Integration Engineering or a similar role.

• Documentation or help content you have written that measurably reduced a category of customer questions.

• Prior experience working US hours.

• Youll be part of an early team at a fast-growing company, with a lot of impact

• Youll get to work with really smart and helpful people

• We constantly adopt the latest technologies and stay close to the latest ai innovations

• Opportunity to influence the direction of the product and engineering culture

• Flexible PTO policy

• Unlimited ai usage

• Plus cool swag, a stocked pantry, and other benefits