Implementation Engineer

Gushwork is building an Agent Operating System for small and mid-sized businesses around the world. It is a modern business software where AI agents and humans work together. Business owners and leaders set the goals. They decide what each agent is allowed to do. Then they review the metric each agent delivers.
We started with an SEO agent. It owns one metric: organic leads. Once it ranks pages and brings in leads, it reports them back to the customer. We are now expanding into a Paid Ads agent and a Developer agent, each owning a metric the business cares about.
Our customers sell high-value goods and services and have fewer than 200 employees. Most of them are in industries that are not digitally native: manufacturers, industrial distributors, commercial services. They do not buy AI. They buy outcomes. Our job is to make agents reliable enough that a business owner can trust them with a number.
We are a team of about 90 people based in Bengaluru, backed by Lightspeed and SIG. If you want to want to help us build reliable agents that runs real businesses, we're excited to meet you!

About the role

Gushwork's content programmes run on our customers' own websites, on their domain, alongside everything else already there. Making that work means dealing with whatever infrastructure a business has accumulated over a decade: DNS configured by an agency that is no longer involved, a CDN nobody set up deliberately, redirect rules that predate the current marketing team. Every customer is a different version of that problem.

The Implementation Engineer owns it. The role sits closer to engineering, and combines hands-on technical setup with direct customer communication.

What you'll do

Own the technical implementation for new customers end to end: review their environment, access, configuration and technical dependencies ahead of implementation, take the setup live, and verify the result.

Work directly with customers to configure and validate setups, including calls with their in-house developers or agency partners as well as their marketing teams.

Diagnose customer-specific issues across websites, APIs, networking and web infrastructure, and determine what can be resolved independently and what requires Engineering.

Own the customer-facing communication end to end. Validate the fix, then explain what happened in language a non-technical stakeholder can act on.

Establish where a customer's domain, DNS and hosting access sits, including on older setups where this is not documented, and confirm the results of automated checks before relying on them.

Reduce recurring issues through documentation, improvements to the implementation process, and structured feedback to Product and Engineering.

Partner with Customer Success, Engineering and Web Development to gather context on customer requirements and share technical findings.

What we're looking for

This role requires two things together. Most candidates have one.

Strong technical depth. Working knowledge of HTTP/HTTPS, DNS, domains, reverse proxies, CDNs, caching, SSL and basic networking, at a level sufficient to debug them rather than describe them.

Strong written and verbal communication. In particular, the ability to explain a technical issue in simple language to somebody who is frustrated. This is roughly half the role.

Willingness to work in US hours (6pm to 3am) — our customers are primarily based in the US, so the role requires flexibility to work in US time zones.

In addition:

2 to 5 years of experience. Candidates earlier in their career who have hands-on experience operating web infrastructure, including on their own projects, are welcome to make the case in their application.

The ability to reason about two systems at once. Most answers here depend on how a customer's setup and our product interact, rather than on either in isolation.

Strong investigative ability. Reading logs, configurations and documentation to form and test a hypothesis about an unfamiliar problem.

The ability to make progress independently on an unfamiliar technical issue, rather than routing it onward as a first step.

Ownership and follow-through, including holding several open issues at once without losing the urgent one.

Good to have

Experience with reverse proxies, Cloudflare, DNS, CDNs, web servers, APIs or webhooks.

Experience with WordPress or other website platforms.

Familiarity with developer tools, browser and network debugging, logs, and basic scripting.

Experience with SaaS products and customer integrations.

Prior experience in Implementation Engineering, Solutions Engineering, Integration Engineering or a similar role.

Documentation or help content you have written that measurably reduced a category of customer questions.

Prior experience working US hours.

Why you'll love us

• You'll be part of an early team at a fast-growing company, with a lot of impact

• You'll get to work with really smart and helpful people

• We constantly adopt the latest technologies and stay close to the latest ai innovations

• Opportunity to influence the direction of the product and engineering culture

• Flexible PTO policy

• Unlimited ai usage

• Plus cool swag, a stocked pantry, and other benefits