Job Summary:
We are looking for an Implementation Specialist - II to join our Professional Services team based in Pune, Maharashtra. You will be part of a team of engineers and implementation specialists who build customized solutions for Helpshift’s Enterprise clients, driving strategic revenue enablement by ensuring that our SaaS platform is seamlessly aligned with clients’ tech stack, workflows, and core Support and Engagement objectives.
You will be responsible for providing technical guidance, reviewing solution setups, and supporting client implementations. You will own platform setups, workflow automations, and custom software integrations at different stages of onboarding, ensuring projects are delivered smoothly within expected timelines.
Responsibilities:
- Ownership: Fully own assigned custom development initiatives, ensuring that designs are aligned with Solutions Architects’ proposals, that capacity and timeline are aligned with client expectations, and that final solutions are fully documented.
- Enterprise Deal Acceleration: Accelerate enterprise sales cycles through rapid technical prototyping and proof-of-concept solutions that demonstrate platform capabilities for high-value prospects.
- Delivery Certification & Risk Mitigation: Analyze architectures to audit configurations, schemas, and API payloads before go-live, mitigating risks and certifying solutions to meet gold standards.
- Agile Delivery & Jira Operations: Work in Agile/Scrum sprints, tracking time and deliverables in Jira for billable SOW accounting and capacity planning.
- Platform Configuration: Configure Helpshift’s native features, including AI capabilities, automation bots, and core messaging flows.
- Own End-to-End Onboarding: Manage simultaneous technical implementation projects from initial kick-off through go-live and handoff to Customer Success.
- SDK & Platform Configuration: Guide client engineering and product teams on integrating the Helpshift SDK (iOS, Android, Unity, Web) into their games, ensuring that all relevant Helpshift features and capabilities are fully utilized.
- Workflow & Automation Setup: Configure intelligent bot automation, issue assignment rules, smart routing, custom forms, and FAQ knowledge bases tailored to client support workflows.
- Integrations & Data Mapping: Assist in setting up integrations with clients’ tool stacks and mapping customer data payloads.
- Issue Resolution: Diagnose and troubleshoot complex technical issues during setup, testing, and go-live, coordinating directly with Helpshift Product & Engineering teams when needed.
- R&D Product Feedback Loop: Formalize the R&D product feedback loop by capturing field insights and feature gaps from enterprise implementations to directly inform product roadmap prioritization.
- API Presentations: Showcase Helpshift API capabilities through live demonstrations, recorded videos and presentations.
- Client Collaboration: Working with the wider Helpshift client-facing team to communicate effectively with clients to translate business requirements into viable product solutions, ensuring alignment with customer needs and product capabilities.
- Analytics & Reporting: Create datasets and reports on BI tools including Power BI, tableau, looker and Sigma.
- Mentorship: Mentor & train junior engineers.
- Custom Deployment Support: Support the deployment and maintenance of client-facing custom solution components hosted on modern cloud infrastructure.
Requirements
- Experience: Minimum of 5 years’ SaaS implementation specialist experience, building custom solutions for Enterprise clients.
- Technical Leadership: Experience of leading teams through complex project implementations.
- Code Comprehension & Scripting: Strong ability to read, comprehend, and debug code in languages such as Python and JavaScript/Node.js to inspect client implementations and troubleshoot integration logic.
- Architecture & DevOps Concepts: Solid understanding of REST APIs, webhooks, SDKs, containerization (e.g., Docker), and basic Infrastructure-as-Code concepts (e.g., Terraform) for supporting custom deployments.
- Automation Tools: Hands-on experience with low-code/no-code automation platforms like n8n, Power Automate, Azure Logic Apps, or Zapier to build efficient integration workflows.
- Organization: Exceptional organizational skills and efficiency in task management.
- Communication: Strong communication skills and experience collaborating with stakeholders across multiple disciplines.
Benefits
- Hybrid setup
- Worker's insurance
- Paid Time Offs
- Other employee benefits to be discussed by our Talent Acquisition team in India.
Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status
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