[Hiring] Implementation Engineer @Bask Health

Role Description

We're looking for an Implementation Engineer to help customers configure, test, troubleshoot, and launch Bask Health's platform. This is a customer-facing technical position focused on turning implementation requirements into reliable, functioning software configurations.

• Work closely with Customer Success Managers, Product Managers, and Software Engineers to help merchants complete technical onboarding and prepare for launch.
• Investigate implementation challenges and coordinate technical requirements.
• Validate supported configurations and communicate progress throughout the implementation process.
• Develop a strong understanding of how the platform's supported components work together.
• Help customers understand the technical steps required to implement the platform.
• Participate in technical onboarding discussions with merchants and internal teams.
• Gather relevant technical requirements from customers.
• Review implementation objectives and identify the configurations needed to support approved use cases.
• Help translate customer requirements into documented implementation plans.
• Identify technical dependencies and potential implementation risks.
• Communicate implementation requirements and limitations clearly.
• Help establish technical milestones and track implementation progress.
• Coordinate with Customer Success Managers to align technical work with customer onboarding plans.
• Assist customers with supported platform configuration workflows.
• Help customers understand merchant-facing settings and configuration options.
• Investigate issues affecting storefront setup and supported customization.
• Troubleshoot questionnaire configuration and workflow behavior.
• Help identify configuration problems that prevent supported workflows from functioning correctly.
• Investigate checkout-related implementation issues.
• Help distinguish between platform defects, configuration mistakes, and external dependencies.
• Review supported integrations that are relevant to customer implementations.
• Investigate basic API connectivity and authentication issues.
• Troubleshoot integration-related problems when they affect implementation progress.
• Coordinate with specialized integration engineers when deeper investigation is required.
• Help customers understand supported integration requirements.
• Work with Engineering to resolve implementation blockers that require product changes or technical investigation.
• Prepare clear engineering escalation reports.
• Document reproducible technical problems and relevant diagnostic findings.
• Follow established procedures for tracking and escalating software defects.
• Participate in implementation testing and validation.
• Help create or maintain technical test plans for supported configurations.
• Verify that approved workflows behave as expected in designated testing environments.
• Document test results and outstanding issues.
• Identify implementation defects before customer launch when possible.
• Coordinate with relevant teams to resolve launch-blocking issues.
• Help determine whether technical implementation requirements have been completed.
• Communicate unresolved risks to the appropriate decision-makers.
• Support technical launch-readiness reviews.
• Help prepare implementation handoff documentation.
• Work with Customer Success Managers to ensure ongoing support teams understand the customer's configuration.
• Document important implementation decisions and technical dependencies.
• Help transition completed implementations to ongoing customer support.
• Provide post-launch technical assistance for issues related to the implementation.
• Investigate unexpected behavior identified shortly after launch.
• Coordinate with Engineering when post-launch problems require deeper investigation.
• Ensure implementation-related issues are documented and tracked.
• Maintain accurate technical records throughout the customer implementation lifecycle.
• Use approved project management, ticketing, and documentation tools.
• Track assigned implementation tasks and technical follow-up responsibilities.
• Provide clear updates on implementation progress.
• Communicate proactively when technical work is blocked.
• Identify customer dependencies that may delay implementation.
• Help customers understand what information or actions are needed to continue.
• Avoid promising unsupported functionality or unapproved launch dates.
• Explain technical concepts to customers with different levels of software experience.
• Communicate professionally with entrepreneurs, operators, and technical stakeholders.
• Provide practical guidance based on approved product capabilities.
• Work closely with Customer Success to understand customer objectives.
• Collaborate with Product when implementation requests reveal product limitations or feature gaps.
• Partner with Engineering to investigate platform issues and validate fixes.
• Help identify recurring implementation problems.
• Contribute to internal implementation guides and technical onboarding documentation.
• Help improve implementation checklists and standard operating procedures.
• Document common configuration mistakes and approved solutions.
• Help identify opportunities to reduce repetitive manual implementation work.
• Contribute ideas for improving technical onboarding efficiency.
• Support the development of reusable implementation templates when appropriate.
• Help identify areas where clearer product documentation could reduce implementation delays.
• Review implementation feedback and share recurring themes with Product and Engineering.
• Help improve the consistency of technical handoffs between teams.
• Follow approved change management procedures.
• Avoid making unauthorized changes to production systems or customer environments.
• Use approved tools and environments for technical testing.
• Follow security requirements when handling customer configurations and integration credentials.
• Access only the systems and information necessary and authorized for your responsibilities.
• Protect sensitive information and use designated communication channels.
• Recognize when implementation questions involve privacy, security, or compliance concerns.
• Escalate those concerns to the appropriate teams.
• Understand the boundaries between technical implementation and regulated healthcare operations.
• Never provide medical advice or make clinical decisions.
• Never independently approve prescriptions, pharmacy fulfillment, or regulated clinical workflows.
• Recognize when a customer request requires review by clinical, pharmacy, or compliance personnel.
• Direct those requests to the appropriate authorized professionals.
• Ensure technical implementation work remains within approved product and operational boundaries.
• Manage multiple customer implementations and technical tasks.
• Prioritize implementation work based on established timelines and customer impact.
• Remain organized when coordinating dependencies across different teams.
• Take ownership of technical implementation issues through resolution or appropriate escalation.
• Communicate clearly when requirements are incomplete or technically unsupported.
• Use a structured approach to investigating implementation problems.
• Be comfortable reading technical documentation and learning unfamiliar systems.
• Develop a strong understanding of the relationship between platform configuration and customer outcomes.
• Help customers move from initial setup to a functioning software experience.
• Contribute to a team environment that values technical accuracy, accountability, and continuous improvement.

Qualifications

• 3+ years of experience in SaaS Implementation Engineering, Solutions Engineering, Technical Onboarding, Customer Engineering, or a related technical role.
• Hands-on experience implementing or configuring web-based software platforms.
• Strong understanding of web applications and common technical configuration concepts.
• Experience troubleshooting software implementation problems.
• Working knowledge of REST APIs and HTTP fundamentals.
• Ability to investigate API requests, responses, and authentication issues.
• Familiarity with JSON and common integration concepts.
• Experience using Postman, Insomnia, curl, or similar technical investigation tools.
• Ability to gather customer technical requirements and identify implementation dependencies.
• Experience coordinating technical work with customers or external stakeholders.
• Ability to document implementation plans, configuration details, and technical findings.
• Strong troubleshooting and problem-solving skills.
• Experience investigating and documenting software defects.
• Ability to prepare clear engineering escalation reports.
• Familiarity with software testing and validation procedures.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to non-technical customers.
• Strong organizational skills and attention to detail.
• Ability to manage multiple technical projects and competing priorities.
• Experience collaborating with Customer Success, Product, and Engineering teams.
• Ability to identify implementation risks and communicate them proactively.
• Comfortable reading technical documentation and learning unfamiliar systems.
• Understanding of secure credential handling and access control principles.
• Ability to follow established change management and technical escalation procedures.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong initiative, accountability, and ownership of technical responsibilities.
• Comfortable working in a growing software company with evolving implementation processes.

Nice to Have

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field.
• Experience implementing configurable SaaS platforms.
• Experience supporting e-commerce merchants or direct-to-consumer businesses.
• Familiarity with Shopify, BigCommerce, WooCommerce, or similar platforms.
• Experience with online storefront configuration and customization.
• Familiarity with checkout workflows and payment integrations.
• Experience with customer onboarding and implementation project management.
• Familiarity with webhooks and event-driven integrations.
• Experience troubleshooting third-party software integrations.
• Knowledge of JavaScript, TypeScript, Python, or similar languages.
• Experience writing scripts to support technical investigations or implementation tasks.
• Basic SQL knowledge.
• Familiarity with Git or GitHub.
• Experience using Jira, Linear, Zendesk, or similar tools.
• Experience creating technical implementation guides and customer documentation.
• Familiarity with software testing tools and browser developer tools.
• Experience supporting complex customer implementations.
• Experience working with subscription businesses or merchant platforms.
• Familiarity with healthcare technology or telehealth software.
• Experience collaborating with distributed technical and customer-facing teams.