Implementation Engineer, Philippines
Chartbeat
Our mission is to help customers grow valuable media brands with their content. Join our diverse group of focused, hardworking professionals who are passionate about doing work that’s challenging and fun — and who strive to maintain a healthy work/life balance.
About the Role
We are seeking an Implementation Engineer who thrives at the intersection of technical problem-solving and client engagement. You will be the product expert at the center of our clients' onboarding experience, working closely with New Business and Customer Success teams to ensure seamless technical integrations for publishers in Asia and around the world.You will provide dedicated technical support and consultative guidance to active prospects and current clients — diagnosing and resolving implementation issues, assisting with product demos, and supporting deep integrations of Chartbeat's tools within customers' site infrastructure. Your work will directly shape how clients adopt and get value from our products, as you help determine use cases, demonstrate product fit, and guide their technical teams through a successful implementation.
Key Responsibilities
- Interface with prospective customers alongside our New Business team to facilitate successful technical integrations during trial periods, collect and document technical and product requirements regarding the customer’s purchase of Chartbeat products
- Partner with our Customer Success team, serving as the primary technical point of contact during onboarding to ensure complete and timely customer implementations
- Provide best-of-class support by taking ownership of customer issues that arise during the implementation phase, from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
- Partner with the Engineering and Development teams to resolve customer issues
- Partner with Product Marketing to maintain and update Chartbeat’s support site to ensure we have accurate documentation and onboarding guides to assist with integration challenges for prospects and on-trial customers
- Provide custom reports, onboarding guides, technical reviews, and data analysis
- Travel as needed to represent Chartbeat in new business pitches, meetings with current customers, and at company and industry conferences
- Demonstrate product curiosity and a passion to exceed our customers’ expectations
Qualifications
- 3+ years of experience in technical support, pre-sales support, and/or technical onboarding within a B2B SaaS environment
- Direct experience working with the following technologies: HTML/CSS, JavaScript, Chrome Developer Tools, Github, REST APIs
- Familiarity with the following technologies: online video players, mobile native app SDKs, publisher CMS solutions, BI tools
- Experience working with and/or for media organizations is strongly preferred
- Experience with web analytics tools such as Chartbeat, Google Analytics, and/or Mixpanel, etc., strongly preferred
- Proven experience providing consultative customer service and objection-handling for enterprise B2B accounts
- Strong software product demo skills
- Ability to effectively handle numerous and often simultaneous priorities
- Demonstrated ability to work independently
- Excellent written, verbal and presentation skills
- Travel as needed for client meetings, pipeline advancement, and company / industry conferences
- Willingness to accommodate regular early morning and/or evening calls to align with international leadership and US/UK-based teammates
- Candidates must be fluent in English; business-level proficiency in additional APAC regional languages is a very strong plus
- Philippines-based (fully remote)
Benefits
- The total on-target earnings (OTE) for this role can be up to ₱4,100,000-₱4,400,000 annually. This includes a base salary and a performance-based bonus tied to company revenue and performance goals. Final compensation will be determined based on experience, skills, and location.