Implementation Engineer

Full-time, Customer Success

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As an Implementation Engineer in Customer Success at Rocana, you will work directly with our customers to design, deploy and support the Rocana solution in their environment. You should be someone who’s deeply technical, passionate about learning and have people skills as you will be the face of Rocana to many of our customers.

What you will be doing

  • You will work directly with the Customer to design and implement solutions based on business and technical requirements
  • Debug, troubleshoot and resolve complex technical issues reported by customers
  • Partner with Sales, Product and Engineering to understand customer challenges, develop and implement creative solutions
  • Proactively work with customers to understand their needs and give them a path to achieving their goals using current versions and transitioning to new versions of the product
  • Onsite visits with customers (travel up to 50%)
  • All teams at Rocana care about developing customer empathy, people over technology, consensus over competition, team success over personal, allowing failure and supporting success, listening before talking, open decision making, diversity, and inclusiveness.


  • Experience building, managing and troubleshooting Apache Hadoop (HDFS, Hadoop, Kafka) infrastructure environments
  • Expertise at the linux command line and able to write code and scripts
  • Have shell scripting and high-level language experience (we like java a lot)
  • Support/troubleshooting experience in enterprise storage, databases or high-end server solutions
  • Are a good listener, passionate about puzzles, and not afraid to dive into a customer problem to help solve it
  • Demonstrated time management, written and verbal skills, and are able to communicate complex technical issues effectively
  • Strong organizational skills, setting priorities, and delivering results on time with high quality
  • Ability to function in a results oriented, fast paced technical environment
  • Have a strong passion for quality and attention to detail
  • Bonus points if you have familiarity with:
  • Domain expertise in IT operations/DevOps, system monitoring, or log management software
  • Expertise in logging systems such as Syslog, Rsyslog, Windows Event Viewer
  • Strong software programming skills in Java or similar language


  • Are a distributed company, and as such require self-driven, high output people
  • Care about creating a company, culture, product we all love
  • Focus on how to help customers be successful and on what we achieve as a team
  • Know that if you are happy and engaged, you’ll be/do your best
  • Want to help you achieve your ambitions, so we can achieve ours
  • Want you to develop skills and grow professionally, but we do not tolerate politics
  • Use titles to reflect responsibility, not status
  • Distribute authority and decisions as much as possible
  • Offer excellent benefits including:  a generous vacation and parental leave policy, comprehensive medical, dental, and vision insurance plans, 401(k) investments accounts and a gym subsidy.

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