Implementation Engineer II

What you will do

As an Implementation Engineer II, you will handle technically complex onboarding engagements and serve as the escalation point for Level I teammates. You bring deeper experience with enterprise IT environments — MDM platforms, scripting, GPO, and identity management — and can work through non-standard deployment scenarios without a playbook to follow. You are comfortable in ambiguous technical situations and know when to dig in versus when to loop in Solutions or Engineering. You also contribute to making the team better: writing runbooks, identifying patterns in escalations, and helping Level I teammates grow.

• Own technical execution for complex or high-stakes onboarding engagements, including enterprise deployments with MDM, SCIM, SSO, and ActivConnect
• Serve as the escalation point for Level I — triage inbound technical issues, resolve what you can, and route what you cannot to Solutions or Engineering with clear documentation
• Guide customers through MDM-based agent deployment (Jamf, Intune, Workspace ONE, Kandji, Hexnode) including PPPC/TCC configuration on Mac
• Support ActivConnect enablement including BigQuery, Analytics Hub, and custom data connection scoping
• Use scripting (PowerShell, Bash, or similar) to support deployment automation, diagnostics, or environment validation
• Write and maintain technical runbooks, escalation guides, and deployment playbooks for us