Principal Implementation Engineer, Customer Support (EMEA)

Join Bitwarden as a Principal Implementation Engineer in the UK, specializing in customer support for enterprise deployments and enhancing user experience.

• Functioning as a Subject Matter Expert (SME) for Bitwarden and its suite of services
• Leading technical planning and execution of new deployments, both to establish and adopt best-practices with a focus on large Enterprise engagements
• Advising customers on industry best practices for the full stack of Bitwarden
• Working with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future
• Providing superb guidance and assistance for each customer's implementation of Bitwarden and general security
• Serve as a dedicated customer point of contact for named customers through alignment to Customer Engagement Manager resources through the Bitwarden ticketing and email systems
• Participate in customer quarterly business reviews by assisting in environment audits, best-practices reviews, and positioning new product features relevant to further expansion opportunities and/or increased adoption
• Collaborating with Engineering and Product associates to triage bug reports and feature requests based on customer need and scale with a focus on large Enterprise deployments
• Assist training and culture sharing in the Implementation Engineering Team
• Guide knowledge sharing among Implementation Engineers within the team and in collaboration with Technical Writing to share best-practices, troubleshooting information, and recommended configurations
• Lead and/or assist in internal team projects including customer environment replication for bug investigations, integrations with new third-party tools, and development of automations both for customer use-cases as well as internal team processes
• Occasionally represent Bitwarden at customer meetings, industry events, or team offsites (some travel may be required).

• Excellent English and grammar
• Excellent problem-solving skills (you might not know all the answers but you know how to find and communicate the solutions)
• A passion for supporting your team members, growing together (technical ability and emotional intelligence), and sharing your knowledge with all
• A strong sense of empathy and the ability to advocate for others
• A passion for helping Bitwarden users
• Experience from a previous technical position (e.g. Systems Engineer, Implementation Engineer, DevOps Engineer, IT Infrastructure Engineer, etc). Equivalent education or demonstrable skills may be accepted
• Ability and desire to work remotely
• Bitwarden
• Linux, Windows, and macOS
• Docker (Swarm Mode), Kubernetes, and Podman
• NFS, SMB/CIFS, and Block storage
• Bash and PowerShell
• Active Directory, LDAP, Google Workspace, Azure Entra ID, Jumpcloud, Cloudflare and Okta
• GCP, AWS, and Azure
• Android and iOS
• GitHub
• NGINX
• SQL
• TCP/IP
• DNS
• HTTP
• SMTP
• SAML and OpenID Connect
• TLS/SSL and PKI