Implementation Engineer

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.

At Bask, we value engineers who enjoy solving practical problems, working directly with customers, and taking ownership of technical implementations. Our customers include entrepreneurs and e-commerce operators building their own businesses, and our implementation work helps them move from initial setup to a functioning platform experience. We're looking for people who combine strong technical skills with clear communication, organization, and follow-through.

About the Role

We're looking for an Implementation Engineer to help customers configure, test, troubleshoot, and launch Bask Health's platform.

This is a customer-facing technical position focused on turning implementation requirements into reliable, functioning software configurations.

You'll work closely with Customer Success Managers, Product Managers, and Software Engineers to help merchants complete technical onboarding and prepare for launch.

You'll be responsible for investigating implementation challenges, coordinating technical requirements, validating supported configurations, and communicating progress throughout the implementation process.

Bask Health provides software that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform connects merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll develop a strong understanding of how the platform's supported components work together.

You'll help customers understand the technical steps required to implement the platform.

You'll participate in technical onboarding discussions with merchants and internal teams.

You'll gather relevant technical requirements from customers.

You'll review implementation objectives and identify the configurations needed to support approved use cases.

You'll help translate customer requirements into documented implementation plans.

You'll identify technical dependencies and potential implementation risks.

You'll communicate implementation requirements and limitations clearly.

You'll help establish technical milestones and track implementation progress.

You'll coordinate with Customer Success Managers to align technical work with customer onboarding plans.

You'll assist customers with supported platform configuration workflows.

You'll help customers understand merchant-facing settings and configuration options.

You'll investigate issues affecting storefront setup and supported customization.

You'll troubleshoot questionnaire configuration and workflow behavior.

You'll help identify configuration problems that prevent supported workflows from functioning correctly.

You'll investigate checkout-related implementation issues.

You'll help distinguish between platform defects, configuration mistakes, and external dependencies.

You'll review supported integrations that are relevant to customer implementations.

You'll investigate basic API connectivity and authentication issues.

You'll troubleshoot integration-related problems when they affect implementation progress.

You'll coordinate with specialized integration engineers when deeper investigation is required.

You'll help customers understand supported integration requirements.

You'll work with Engineering to resolve implementation blockers that require product changes or technical investigation.

You'll prepare clear engineering escalation reports.

You'll document reproducible technical problems and relevant diagnostic findings.

You'll follow established procedures for tracking and escalating software defects.

You'll participate in implementation testing and validation.

You'll help create or maintain technical test plans for supported configurations.

You'll verify that approved workflows behave as expected in designated testing environments.

You'll document test results and outstanding issues.

You'll identify implementation defects before customer launch when possible.

You'll coordinate with relevant teams to resolve launch-blocking issues.

You'll help determine whether technical implementation requirements have been completed.

You'll communicate unresolved risks to the appropriate decision-makers.

You'll support technical launch-readiness reviews.

You'll help prepare implementation handoff documentation.

You'll work with Customer Success Managers to ensure ongoing support teams understand the customer's configuration.

You'll document important implementation decisions and technical dependencies.

You'll help transition completed implementations to ongoing customer support.

You'll provide post-launch technical assistance for issues related to the implementation.

You'll investigate unexpected behavior identified shortly after launch.

You'll coordinate with Engineering when post-launch problems require deeper investigation.

You'll help ensure implementation-related issues are documented and tracked.

You'll maintain accurate technical records throughout the customer implementation lifecycle.

You'll use approved project management, ticketing, and documentation tools.

You'll track assigned implementation tasks and technical follow-up responsibilities.

You'll provide clear updates on implementation progress.

You'll communicate proactively when technical work is blocked.

You'll identify customer dependencies that may delay implementation.

You'll help customers understand what information or actions are needed to continue.

You'll avoid promising unsupported functionality or unapproved launch dates.

You'll explain technical concepts to customers with different levels of software experience.

You'll communicate professionally with entrepreneurs, operators, and technical stakeholders.

You'll be comfortable working with customers who are launching an online business for the first time.

You'll provide practical guidance based on approved product capabilities.

You'll work closely with Customer Success to understand customer objectives.

You'll collaborate with Product when implementation requests reveal product limitations or feature gaps.

You'll partner with Engineering to investigate platform issues and validate fixes.

You'll help identify recurring implementation problems.

You'll contribute to internal implementation guides and technical onboarding documentation.

You'll help improve implementation checklists and standard operating procedures.

You'll document common configuration mistakes and approved solutions.

You'll help identify opportunities to reduce repetitive manual implementation work.

You'll contribute ideas for improving technical onboarding efficiency.

You'll support the development of reusable implementation templates when appropriate.

You'll help identify areas where clearer product documentation could reduce implementation delays.

You'll review implementation feedback and share recurring themes with Product and Engineering.

You'll help improve the consistency of technical handoffs between teams.

You'll follow approved change management procedures.

You'll avoid making unauthorized changes to production systems or customer environments.

You'll use approved tools and environments for technical testing.

You'll follow security requirements when handling customer configurations and integration credentials.

You'll access only the systems and information necessary and authorized for your responsibilities.

You'll protect sensitive information and use designated communication channels.

You'll recognize when implementation questions involve privacy, security, or compliance concerns.

You'll escalate those concerns to the appropriate teams.

You'll understand the boundaries between technical implementation and regulated healthcare operations.

You'll never provide medical advice or make clinical decisions.

You'll never independently approve prescriptions, pharmacy fulfillment, or regulated clinical workflows.

You'll recognize when a customer request requires review by clinical, pharmacy, or compliance personnel.

You'll direct those requests to the appropriate authorized professionals.

You'll ensure technical implementation work remains within approved product and operational boundaries.

You'll manage multiple customer implementations and technical tasks.

You'll prioritize implementation work based on established timelines and customer impact.

You'll remain organized when coordinating dependencies across different teams.

You'll take ownership of technical implementation issues through resolution or appropriate escalation.

You'll communicate clearly when requirements are incomplete or technically unsupported.

You'll use a structured approach to investigating implementation problems.

You'll be comfortable reading technical documentation and learning unfamiliar systems.

You'll develop a strong understanding of the relationship between platform configuration and customer outcomes.

You'll help customers move from initial setup to a functioning software experience.

You'll contribute to a team environment that values technical accuracy, accountability, and continuous improvement.

We're looking for someone with hands-on experience implementing SaaS platforms, troubleshooting web applications, and working directly with customers.

You should be comfortable investigating APIs, reviewing technical configurations, and coordinating implementation requirements across teams.

Experience with e-commerce platforms, merchant-facing software, online checkout systems, or configurable SaaS products would be particularly valuable.

You should enjoy solving technical problems while maintaining clear communication with both technical and non-technical stakeholders.

Success in this role means helping customers complete supported implementations, resolving technical blockers, validating configurations, maintaining clear documentation, and supporting successful transitions to ongoing Customer Success.

What You'll Do

• Lead or support technical implementations of Bask Health's platform.
• Gather customer technical requirements and implementation objectives.
• Translate approved requirements into documented configuration plans.
• Identify technical dependencies and implementation risks.
• Coordinate technical onboarding with Customer Success and Engineering.
• Help customers configure supported merchant-facing platform features.
• Troubleshoot storefront and customization-related implementation issues.
• Investigate questionnaire configuration and workflow problems.
• Troubleshoot checkout-related implementation blockers.
• Review integration requirements relevant to customer implementations.
• Investigate API connectivity and authentication problems.
• Coordinate specialized integration investigations when necessary.
• Reproduce technical issues and document diagnostic findings.
• Prepare detailed engineering escalations and bug reports.
• Develop and execute approved implementation test plans.
• Validate supported platform configurations before launch.
• Document test results, outstanding issues, and implementation risks.
• Coordinate resolution of launch-blocking technical problems.
• Support technical launch-readiness reviews.
• Maintain accurate implementation project records.
• Track technical milestones, dependencies, and follow-up tasks.
• Communicate implementation progress to customers and internal teams.
• Identify potential delays and communicate them proactively.
• Prepare technical handoff documentation for Customer Success.
• Support post-launch troubleshooting related to implementations.
• Contribute to implementation guides and technical onboarding resources.
• Identify recurring implementation problems and process improvements.
• Collaborate with Product and Engineering on implementation feedback.
• Follow established engineering change management procedures.
• Handle customer configurations and credentials securely.
• Escalate clinical, pharmacy, and compliance matters to authorized teams.
• Take ownership of implementation outcomes and technical follow-through.

Requirements

• 3+ years of experience in SaaS Implementation Engineering, Solutions Engineering, Technical Onboarding, Customer Engineering, or a related technical role.
• Hands-on experience implementing or configuring web-based software platforms.
• Strong understanding of web applications and common technical configuration concepts.
• Experience troubleshooting software implementation problems.
• Working knowledge of REST APIs and HTTP fundamentals.
• Ability to investigate API requests, responses, and authentication issues.
• Familiarity with JSON and common integration concepts.
• Experience using Postman, Insomnia, curl, or similar technical investigation tools.
• Ability to gather customer technical requirements and identify implementation dependencies.
• Experience coordinating technical work with customers or external stakeholders.
• Ability to document implementation plans, configuration details, and technical findings.
• Strong troubleshooting and problem-solving skills.
• Experience investigating and documenting software defects.
• Ability to prepare clear engineering escalation reports.
• Familiarity with software testing and validation procedures.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to non-technical customers.
• Strong organizational skills and attention to detail.
• Ability to manage multiple technical projects and competing priorities.
• Experience collaborating with Customer Success, Product, and Engineering teams.
• Ability to identify implementation risks and communicate them proactively.
• Comfortable reading technical documentation and learning unfamiliar systems.
• Understanding of secure credential handling and access control principles.
• Ability to follow established change management and technical escalation procedures.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong initiative, accountability, and ownership of technical responsibilities.
• Comfortable working in a growing software company with evolving implementation processes.

Nice to Have

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field.
• Experience implementing configurable SaaS platforms.
• Experience supporting e-commerce merchants or direct-to-consumer businesses.
• Familiarity with Shopify, BigCommerce, WooCommerce, or similar platforms.
• Experience with online storefront configuration and customization.
• Familiarity with checkout workflows and payment integrations.
• Experience with customer onboarding and implementation project management.
• Familiarity with webhooks and event-driven integrations.
• Experience troubleshooting third-party software integrations.
• Knowledge of JavaScript, TypeScript, Python, or similar languages.
• Experience writing scripts to support technical investigations or implementation tasks.
• Basic SQL knowledge.
• Familiarity with Git or GitHub.
• Experience using Jira, Linear, Zendesk, or similar tools.
• Experience creating technical implementation guides and customer documentation.
• Familiarity with software testing tools and browser developer tools.
• Experience supporting complex customer implementations.
• Experience working with subscription businesses or merchant platforms.
• Familiarity with healthcare technology or telehealth software.
• Experience collaborating with distributed technical and customer-facing teams.