Implementation Engineer

Job Description – Implementation Engineer (SaaS & AI)

Company: MAKO IT LAB

Experience: 2–5 Years

Location: Chennai – Work from Office

Shift Timing: 4:00 PM – 1:00 AM IST

Employment Type: Full-Time

About the Role

We are looking for a customer-focused and technically capable Implementation Engineer to join our SaaS Implementation team.

The ideal candidate will be responsible for understanding customer requirements, designing practical solutions, configuring SaaS platforms, and delivering successful implementations.

This role combines solution consulting, SaaS implementation, basic Python programming, AI-assisted automation, and customer engagement .

The candidate should be comfortable interacting directly with international customers, translating their business requirements into functional solutions, and independently managing implementation activities.

Key Responsibilities

1. Customer Discovery & Solution Consulting

• •Engage with customers to understand their business requirements, workflows, and implementation objectives.
• •Conduct requirement-gathering sessions and solution discussions.
• •Recommend appropriate product features, configurations, and workflows.
• •Translate business requirements into functional specifications and implementation plans.
• •Identify technical limitations, dependencies, and potential implementation risks.

2. SaaS Product Implementation

• •Configure SaaS platforms, including workflows, templates, custom fields, user roles, permissions, dashboards, and automation rules.
• •Implement solutions based on approved customer requirements.
• •Support data imports, mapping, migration, and validation activities.
• •Troubleshoot configuration issues and resolve implementation challenges.
• •Manage multiple customer implementations while maintaining delivery quality and timelines.

3. Python & Technical Integration

• •Write and modify basic Python scripts for data processing, validation, and automation.
• •Work with REST APIs, JSON payloads, and webhooks.
• •Use Python to support API interactions, data transformations, and implementation utilities.
• •Assist integration teams with troubleshooting and technical validation.
• •Collaborate with developers on complex customizations and third-party integrations.

4. AI & Automation

• •Use AI-powered tools to improve implementation efficiency, troubleshooting, and documentation.
• •Apply AI-assisted coding tools to develop and optimize basic Python scripts.
• •Explore opportunities to automate repetitive implementation tasks.
• •Understand fundamental AI concepts, including LLMs, prompt engineering, and AI-assisted workflows.
• •Demonstrate an interest in learning and working with AI-driven implementation platforms.

5. Customer Training & Go-Live

• •Conduct product demonstrations, configuration walkthroughs, and customer training sessions.
• •Coordinate User Acceptance Testing (UAT) and resolve identified issues.
• •Prepare implementation documentation, configuration guides, and handover materials.
• •Support go-live activities and post-implementation stabilization.
• •Ensure a smooth handover to Customer Success and Support teams.

6. Project Ownership & Communication

• •Independently own assigned implementation activities and smaller customer projects.
• •Provide regular status updates to customers and internal stakeholders.
• •Track project milestones, deliverables, risks, and dependencies.
• •Proactively identify blockers and escalate issues when necessary.
• •Maintain clear documentation and follow established implementation processes.

Mandatory Skills

• •2–5 years of experience in SaaS implementation, technical implementation, or solution consulting.
• •Hands-on experience with SaaS product configuration and customer onboarding.
• •Basic Python programming knowledge is mandatory , including scripting, data manipulation, and API interactions.
• •Working knowledge of REST APIs, JSON, webhooks, and Postman.
• •Familiarity with AI technologies and tools is mandatory , including practical exposure to generative AI or AI-assisted development.
• •Strong business requirement analysis and problem-solving skills.
• •Good verbal and written English communication skills.
• •Ability to independently interact with customers and recommend suitable solutions.
• •Willingness to work from the Chennai office during the 4:00 PM – 1:00 AM IST shift .

Good to Have

• •Experience with CRM, PSA, project management, or customer onboarding platforms.
• •Exposure to Salesforce, Zoho, HubSpot, Monday.com, or similar SaaS products.
• •Knowledge of SQL, data migration, and data transformation.
• •Experience with Workato, Zapier, Make, or similar integration platforms.
• •Familiarity with AI coding assistants such as ChatGPT, GitHub Copilot, or Cursor.
• •Understanding of LLM APIs, prompt engineering, and AI workflow automation.
• •Experience working with US-based customers.

What We Expect

• •Strong ownership of customer implementations from discovery to go-live.
• •A solution-oriented mindset rather than a task-execution approach.
• •Ability to combine business understanding with technical capabilities.
• •Willingness to continuously learn new SaaS products, Python, AI technologies, and automation tools.
• •Strong communication, documentation, and customer management skills.
• •Proactive identification of risks and timely escalation of blockers.
• •Commitment to implementation quality, customer satisfaction, and delivery timelines.