Implementation Specialist

*ABOUT US: *

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building.

HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe.

POSITION OVERVIEW:

As an Implementation Specialist, you'll be responsible for operational and analytical aspects of customer implementations, including progress tracking, system configuration, data validation, and performance reporting. Implementation team members collaborate closely with Product to define requirements and facilitate desired outcomes, as well as Engineering to ensure proper configuration and a tight feedback loop. You'll leverage your deep technical support and operational experience to understand customer needs, implement technical solutions, and ensure our platform delivers measurable security outcomes in their environment. This is an excellent opportunity to grow within a fast-paced SaaS environment while contributing to the modernization of physical security operations.

*ABOUT US: *

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building.

HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe.

POSITION OVERVIEW:

As an Implementation Specialist, you'll be responsible for operational and analytical aspects of customer implementations, including progress tracking, system configuration, data validation, and performance reporting. Implementation team members collaborate closely with Product to define requirements and facilitate desired outcomes, as well as Engineering to ensure proper configuration and a tight feedback loop. You'll leverage your deep technical support and operational experience to understand customer needs, implement technical solutions, and ensure our platform delivers measurable security outcomes in their environment. This is an excellent opportunity to grow within a fast-paced SaaS environment while contributing to the modernization of physical security operations.

WHAT YOU'LL DO:

• Work in an agile team to execute on a queue of tickets from multiple systems, both self-created and from internal stakeholders
• Gather information to chase an issue to resolution, even when unfamiliar. Leveraging and understanding logs, opening tickets with service providers, and keeping affected parties apprised.
• Create and deliver documentation regarding best practices and configuration changes
• Define and create data presentations for consumption by Product, Engineering, and customer teams

REQUIRED QUALIFICATIONS & TRAITS:

• 2+ years of experience as a Product Analyst, Business Intelligence Analyst, or Help Desk Technician
• A wide knowledge of troubleshooting principles, best practices, and premier support skills
• Exceptional problem-solving abilities with demonstrated experience delivering work on time
• Strong analytical skills with experience in data validation and reporting
• Proficiency with data analysis tools and reporting platforms
• Experience with SaaS platform configuration and user management
• Familiarity with managed services, permissions, storage, and logging within at least one major cloud provider (AWS, GCP, Azure)
• Hands-on experience with AWS CloudWatch
• Comfortable working with command-line interfaces and log analysis tools
• Excellent communication and presentation skills with ability to explain technical concepts to various stakeholders
• Strong time management, organizational, written and verbal skills

ADDITIONAL QUALIFICATIONS YOU MAY HAVE:

• Startup experience and/or early stage SaaS experience
• Direct experience supporting a GSOC or SOC environment
• Experience with physical security systems (especially cameras), and incident management platforms
• Familiarity with SQL, data visualization tools, or business intelligence platforms
• Experience with API integrations or system configurations
• Direct experience troubleshooting RTSP streams and video networking protocols
• Work in an agile team to execute on a queue of tickets from multiple systems, both self-created and from internal stakeholders
• Gather information to chase an issue to resolution, even when unfamiliar. Leveraging and understanding logs, opening tickets with service providers, and keeping affected parties apprised.
• Create and deliver documentation regarding best practices and configuration changes
• Define and create data presentations for consumption by Product, Engineering, and customer teams

REQUIRED QUALIFICATIONS & TRAITS:

• 2+ years of experience as a Product Analyst, Business Intelligence Analyst, or Help Desk Technician
• A wide knowledge of troubleshooting principles, best practices, and premier support skills
• Exceptional problem-solving abilities with demonstrated experience delivering work on time
• Strong analytical skills with experience in data validation and reporting
• Proficiency with data analysis tools and reporting platforms
• Experience with SaaS platform configuration and user management
• Familiarity with managed services, permissions, storage, and logging within at least one major cloud provider (AWS, GCP, Azure)
• Hands-on experience with AWS CloudWatch
• Comfortable working with command-line interfaces and log analysis tools
• Excellent communication and presentation skills with ability to explain technical concepts to various stakeholders
• Strong time management, organizational, written and verbal skills

ADDITIONAL QUALIFICATIONS YOU MAY HAVE:

• Startup experience and/or early stage SaaS experience
• Direct experience supporting a GSOC or SOC environment
• Experience with physical security systems (especially cameras), and incident management platforms
• Familiarity with SQL, data visualization tools, or business intelligence platforms
• Experience with API integrations or system configurations
• Direct experience troubleshooting RTSP streams and video networking protocols