Soroco is on a mission to discover how the world works to help teams be their best. To do this we are evangelizing and commercializing a new technology category called Work Graph, which is a structured view of how teams get work done across people, process, technology, and documents.
The work graph unifies disjoint categories like Process Mining, Task Mining, user training, BPM and RPA to provide a single source of truth. Teams can use the work graph to identify and resolve sources of friction at work, such as technology impediments, poor process design, opportunities for learning and collaboration, among others. Soroco's work graph platform, Scout, enables a culture of continuous improvement and identifies benefits from applying a portfolio of change levers, delivering targeted change programs at scale.
Soroco has offices in Boston, London, and Bangalore with a roster of Fortune 500 customers across 30 countries. Our team has published 150+ papers and patents.
Visit www.soroco.com to learn how we help teams discover their work graph.
About the Role
We are looking for a seasoned Technical Implementation Specialist to lead end-to-end delivery of our enterprise SaaS platform for large corporate customers.
This is a hands-on individual contributor role sitting at the intersection of technology and customer engagement. You will be the primary technical point of contact throughout the implementation lifecycle - from initial scoping through to live deployment and handover - working closely with both customer stakeholders and internal engineering, product, and support teams.
The ideal candidate brings Cloud infrastructure expertise, a strong grasp of enterprise networking/windows-deployment, and the communication skills to navigate complex enterprise environments with confidence.
Key Responsibilities
Customer Engagement -
- Act as the primary technical liaison for enterprise customers throughout the implementation lifecycle.
- Lead technical discovery sessions, and deployment planning workshops.
- Translate customer requirements into actionable implementation plans, clearly communicating scope, risks, and dependencies.
- Build and maintain trusted relationships with customer IT teams
Delivery Management -
- Coordinate cross-functional internal teams (engineering, support, product) to ensure timely delivery.
- Drive post-implementation reviews and contribute lessons learned back to the delivery practice.
Technical Deployment – Cloud (Azure/GCP) & Windows Infrastructure -
- Lead deployment of the Windows desktop agent across enterprise environments, including large-scale rollouts via group policy (GPO), SCCM/Intune, or equivalent tooling.
- Ensure deployments meet customer security, compliance, and change management requirements.
- Advise customers on networking patterns as they relate to software connectivity from Windows to Cloud hosted software.
- Understand and validate network routing, firewall rules, and proxy settings required for the SaaS platform.
Networking & Connectivity -
- Assess and document customer network architecture to identify integration (VPN/Zscaler/Proxy) points and connectivity dependencies.
- Troubleshoot and resolve network connectivity issues including DNS resolution, proxy behaviour, firewall traversal, and SSL/TLS certificate trust.
- Liaise with customer network teams to remediate environment blockers impacting deployment progress.
- Validate end-to-end connectivity between on-premises endpoints, Azure / GCP infrastructure, and the SaaS platform.
Troubleshooting & Technical Support During Implementation -
- Diagnose and resolve Windows-related issues including application compatibility, user permissions, and desktop agent failures.
- Debug network connectivity and proxy issues using tools such as Wireshark, Fiddler, netsh, and Windows Event Viewer.
- Reproduce, document, and escalate software defects to the engineering team with thorough root cause analysis.
- Develop workarounds and interim fixes to maintain deployment momentum while permanent resolutions are pending.
- Maintain a known issues registry and contribute to internal knowledge base articles.
Required Qualifications & Skills
- 7 to 10 years in a technical implementation, deployment engineering, or solutions engineering role within an enterprise software environment.
- Proven track record of independently managing enterprise SaaS or on-premises software implementations from scoping through go-live.
- Demonstrated experience engaging directly with enterprise customer IT stakeholders and navigating complex organisational environments.
- Microsoft Azure and Google Cloud platform: working knowledge of Azure/GCP computers, networking, identity, and deployment services.
- Windows Desktop Deployment: hands-on experience deploying software agents at scale using GPO, SCCM, Microsoft Intune, or similar tooling.
- Network Architecture: understanding of TCP/IP, DNS, HTTP/HTTPS proxies, firewalls, VPNs, and enterprise LAN/WAN design.
- Troubleshooting: proficient in diagnosing Windows OS, application, and network connectivity issues using standard diagnostic tools.
- Documentation: strong written communication; capable of producing clear technical runbooks, architecture diagrams, and project status reports.
Bonus Skills
- Citrix & Virtualisation Technologies: Experience deploying or troubleshooting software in Citrix Virtual Apps & Desktops, VMware Horizon, or equivalent VDI/DaaS environments.
- Power BI: Familiarity with Power BI for producing deployment dashboards, customer-facing progress reporting, or post-implementation analytics.
- Scripting: PowerShell or Python scripting for automating deployment tasks, diagnostics, or configuration validation.
What Great Looks Like in This Role
The best Technical Implementation Specialists we have seen share a common trait: they treat every customer environment as genuinely unique. They come prepared, ask sharp questions in discovery, and build deployment plans that reflect the realities of that customer's infrastructure - not a generic template.
In this role, you will be equally comfortable in a Teams call with a customer IT discussing security architecture and, on the command-line debugging a proxy failure. You do not wait to be told what the problem is - you find it, document it, and fix it.
You close implementations cleanly, leaving behind documentation that the customer's own team can operate from.
