Implementation Engineer at Route in Lehi, UT

We Are Route

When shoppers hit "buy," a great customer experience doesn’t end, it’s just getting started. For too long, everything after checkout has been the weakest link in ecommerce: confusing tracking, lost or damaged packages, clunky returns, and missed opportunities to turn first-time buyers into lifelong fans. That's why we built Route.

Our mission is simple: we create shopper confidence that fuels brand growth. Route is the leading post-purchase platform for modern ecommerce, trusted by thousands of brands and protecting more than $20 billion in gross merchandise value to date. From package protection and industry-leading order tracking to returns and exchanges, cash back loyalty, and engaging product recommendations, Route brings every moment after checkout into one powerful platform, empowering shoppers with visibility and peace of mind while giving merchants loyalty that lasts well beyond the first sale.

Since launching in 2018, Route has raised over $250 million from leading investors including Craft Ventures, Hedosophia, and Hanaco Ventures, and has grown into a complete post-purchase ecosystem loved by millions of shoppers and the brands they buy from. Throughout that growth, we've stayed committed to building innovative products that empower our customers and to fostering a people-first, values-driven culture that makes Route a place where great work and great people thrive.

We're looking for talented people across the ecommerce space to join us on the next chapter of this adventure. Don't just take our word for it, Discover what life at Route has to offer.

The team

Route's Solutions Engineering department is the technical backbone of our merchant-facing organization. We partner with merchants and the non-technical teams across Route who serve them whenever the conversation gets technical, from the first demo through launch and across the life of the account. We own the technical scoping and solution design, the implementation of Route's post-purchase products on every storefront we touch, and the technical relationship that keeps merchants thriving on the platform long after go-live. This is a small, high-leverage team that treats AI as a force multiplier by using AI tooling to move faster, diligence deeper, and raise the technical bar on every merchant interaction.

The Implementation team specifically is responsible for implementing the Route widget on merchant sites, ensuring seamless integration so merchants can get the most out of Route's products and features. The biggest challenges we tackle are reducing merchant time to revenue, handling complex custom integrations, and maintaining implementation quality across a high volume of merchant onboarding.

The opportunity

As an Implementation Engineer you will be responsible for ensuring that Route’s product and features are properly implemented on our partner merchants’ e-commerce stores. Every day matters at Route and you will play a key role in decreasing our merchant partners' "time to revenue" through an efficient and successful implementation. The person in this role will work in a highly cross-functional setting, working in harmony with account executives, support engineers, sales engineers, and software engineers and act as the primary technical resource to ensure Route is properly implemented. 

This is an opportunity to bring together technical expertise and client partnership in a high-impact way. You’ll work closely with merchants to translate complex web and e-commerce concepts into clear, actionable solutions that drive real business outcomes. This role is ideal for someone who thrives in a client-facing environment, takes ownership of results, and enjoys bridging the gap between technical teams and non-technical stakeholders.

What you’ll do

• Implement Route's products and features on merchant e-commerce sites, ensuring seamless integration with the merchant site and shopper experience
• Collaborate closely with Account Executives, Solution Engineers, Customer Success Managers throughout the merchant implementation lifecycle
• Partner cross-functionally with Merchant Support and Software Engineers to troubleshoot technical issues and drive optimal implementation outcomes
• Monitor Route's product behavior, identify anomalies, and surface optimized solutions proactively
• Maintain thorough and accurate documentation throughout the implementation lifecycle, capturing technical configurations, merchant-specific customizations, and process notes to ensure continuity and support team-wide knowledge sharing
• Develop custom scripting solutions when merchants encounter implementation blockers
• Lead implementation calls with merchants, explaining technical concepts in clear, accessible ways and making sure concerns are addressed and resolved
• Manage and prioritize the implementation queue using Salesforce and Linear
• Resolve escalated implementation issues with a sense of urgency and ownership
• Continuously refine implementation processes to improve team productivity and efficiency

What we’re looking for

• 1-2 years of experience with HTML, CSS, and JavaScript, or equivalent demonstrated experience
• Strong problem solving skills and resourcefulness 
• Experience working in collaborative, cross-functional environments and managing multiple stakeholder needs simultaneously
• Excellent attention to detail with the ability to communicate complex ideas clearly to both technical and non-technical audiences
• A fast learner who can absorb new tools, platforms, and concepts quickly and apply them effectively
• Embody a culture of innovation, transparency, discovery, and collaboration
• Comfortable using AI tools (such as Cursor, Claude Code, or similar) to accelerate problem-solving, scripting, and documentation; a mindset toward leveraging AI to work smarter and move faster is an expectation
• Familiarity with one or more major e-commerce platforms (Shopify, WooCommerce, BigCommerce, or similar) preferred but not required. 
• Front-end development experience  preferred but not required. 
• BS/BA in Information Systems, Computer Science, or a related technical field is preferred but not required. 

Equal opportunity for all

Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Total Rewards

We know our team works best when everyone feels happy, healthy, and supported. We offer to pay 95% - 100% of your health insurance premiums for you and your family, remote or hybrid work arrangements, unlimited PTO, 401k matching, formalized growth opportunities, learning & development, DEI programs & events, and so much more.

Pay Transparency

Salary for this role: $74,000 - $86,000

The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Route’s bonus plan for eligible roles. In addition to cash compensation, all Route employees are eligible to participate in Routes equity incentive plan to receive stock options per the terms of the agreement. Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.