Job Summary:
Neumo is seeking an Implementation Engineer. This is a customer-facing engineering role responsible for supporting, designing, and enhancing mission‑critical software used by clients in live production environments. This position blends senior-level customer support, requirements discovery, hands-on software engineering, and Software Implementation, with a strong focus on customer experience, system reliability, and product evolution.
This role serves as a key bridge between customers and internal teams, translating real‑world customer needs into actionable technical solutions. The ideal candidate is equally comfortable on customer escalation calls and writing production-quality code, and understands the direct business impact that engineering decisions have on enterprise customers. Court Case Management experience is strongly preferred.
Duties and Responsibilities:
Customer Support & Implementation
- Implement Change Requests, creating detailed technical specifications, system designs, and user interfaces.
- Participate in client discovery sessions, demos, and requirement-gathering meetings.
- Collaborate with Product Management to balance immediate customer needs with long-term platform strategy
- Diagnose and resolve complex customer-reported issues across application, database, and infrastructure layers.
- Participate directly in customer calls, escalation meetings, and post‑incident reviews.
- Document issues, root causes, and resolutions in Jira or other ticketing systems.
- Use customer-reported severity and business impact to prioritize triage and fixes.
- Build and maintain internal knowledge base articles and customer-facing documentation.
- This is a customer-facing engineering role. Clear, empathetic communication with non-technical users is essential.
- Perform other duties as assigned.
Coding & Implementation
- Design and develop scalable, maintainable, and secure applications using Java and related technologies.
- Contribute across both frontend and backend components of the platform.
- Follow established performance, security, and coding standards.
- Develop features with a strong focus on usability, accessibility, reliability, and performance.
Integration
- Integrate new functionality into existing systems with minimal disruption to live environments.
- Coordinate with customer-facing teams to ensure seamless deployments.
- Assess risk, dependencies, and potential regressions prior to releases.
Testing & Quality Assurance
- Develop and execute comprehensive testing plans, including customer workflow validation.
- Work closely with QA to communicate feature impact on customer use cases and integrations.
- Reproduce customer-reported issues by replicating real-world environments whenever possible.
Maintenance & Bug Fixes
- Perform code reviews, refactoring, and optimization to reduce technical debt.
- Identify and resolve defects with a focus on customer experience.
- Modernize older code and frameworks as part of ongoing platform improvement.
- Stay current with technology upgrades and best practices.
Application, Database & Operational Performance
- Optimize application and database performance through profiling and query optimization.
- Monitor and improve scalability for increasing user loads.
- Implement performance monitoring and establish SLAs tied to customer experience metrics (uptime, response times).
- Support server, networking, OS-level configuration, and application security initiatives.
Collaboration & Ongoing Training
- Serve as a technical resource for Sales, Support, and Customer Success teams.
- Mentor team members through code reviews, retrospectives, and knowledge sharing.
- Participate in Innovation/Hack Day initiatives.
- Continuously develop both technical expertise and customer communication skills.
- Proficiency with databases (Oracle, SQL Server) and issue tracking tools (Jira preferred)
- Excellent verbal and written communication skills
- Ability to manage competing priorities in a fast-paced, customer-driven environment
Education and Experience:
- 5+ years of combined experience in customer support, software engineering, or customer-facing technical roles
- Strong experience troubleshooting production systems
- Court Case Management system experience
- Experience in SaaS, public sector, government technology, or enterprise software
- Prior customer-facing engineering, professional services, or solutions engineering experience
- Experience supporting live customer environments with strict uptime requirements
- Familiarity with SQL, Linux, and cloud-based systems
Knowledge, Skills and Abilities:
- Languages: Java, Kotlin, JavaScript, TypeScript, HTML/CSS
- Front-End Frameworks: Angular, NgRx, React, Redux, GraphQL
- Databases: Oracle, SQL Server, MongoDB, Redis
- Other Frameworks: ActiveMQ, MuleESB
- Cloud Platforms:AWS, Azure
Work Environment:
- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:
- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.
