Solutions & Implementation Engineer

• →Own dealer implementations end-to-end — from kickoff through go-live and early hypercare
• →Configure solutions to each rooftop: translate a dealer's actual service-drive workflow and tech stack into product configuration through structured discovery and engineering team collaboration
• →Validate that customer, availability, recall, and RO data flow correctly across systems before go-live
• →Train non-technical dealership staff to full adoption, and manage the change along the way
• →Run the implementation like a project — own the timeline, the stakeholders, and the go-live date
• →Troubleshoot live: reproduce issues, read logs, tell a configuration problem from a product bug, and write clean repro steps
• →Know what to fix yourself versus what to escalate, and package escalations cleanly for engineering
• →Write the runbooks and SOPs that let this be repeatable — for the next dealer, and for the support team that eventually takes over steady-state
• →Be the feedback loop — route what you learn on-site back to product, reliably and specifically

• Hands-on integration & configuration experience — you've wired a product to external systems via APIs, webhooks, or config tools and validated it end-to-end
• Troubleshooting & log diagnosis — comfortable reproducing issues, reading logs, and isolating a config problem from a product bug
• Experience delivering customer training or enablement, ideally to non-technical audiences
• Implementation project management — you've run a kickoff-to-go-live timeline and owned the stakeholders in it
• Comfort validating and verifying data across systems (e.g., confirming records, statuses, or availability sync correctly)

• Discovery and workflow-mapping experience — translating a customer's process into product configuration
• Issue triage and escalation experience in a customer-facing technical role
• Light scripting or SQL — enough to query data or script a quick validation (a plus, not a requirement)
• Experience writing runbooks, SOPs, or setup documentation for handoff to a support team

You don't need deep expertise in all of these on day one, but familiarity with several will help you ramp fast:

• SaaS implementation and deployment methodology — onboarding lifecycle, go-live, hypercare
• APIs and integration patterns — REST, webhooks, authentication, and how systems talk to each other
• Automotive retail or fixed-ops experience — the service drive, repair orders, recalls, and the dealership's daily rhythm
• The DMS and scheduling ecosystem — e.g., CDK, Reynolds, Tekion, Xtime, myKaarma
• Data structure and validation concepts
• Support and escalation processes — tiers, SLAs, and clean handoffs
• Change management or adoption principles
• Security and compliance basics — PII handling, call-recording consent

• Ownership — you see things through to go-live, not just to the end of your task list
• Bias to action and resourcefulness — you unblock yourself on-site instead of waiting on someone else
• Learning agility — you can ramp fast on a product that's still being built and changing under you
• Adaptability — you're comfortable with ambiguity; this is an early product, there's no playbook yet, and things will break
• Structured and detail-oriented — implementations are checklists, and a missed step can cause a go-live to fail
• A calm troubleshooting temperament — you can debug live in front of a customer without losing the room
• Empathetic change management — you can move skeptical service staff toward trusting an AI to take their calls
• Feedback-loop discipline — you reliably route what you learn in the field back to product
• Low-ego collaboration — you work easily across engineering, support, GTM, and our partner team