Forward Deployed Engineer

Description

The company is now part of a larger enterprise software group and aims to help businesses deliver strong customer experiences.

Its AI agent handles customer support across service, sales and ecommerce. It runs on the company's own AI models, resolves complex issues from start to finish on every channel, and needs little setup or integration. It can also be paired with the company's built-in help desk so support teams work in one system.

The team is growing its Forward Deployed Engineers as the AI agent becomes critical to the company's largest customers. The role connects customer needs with product development, working with R&D and go-to-market teams to design and deliver high-impact solutions with measurable business results in complex, real-world settings.

Responsibilities

• Help customers adopt the AI agent so they can automate and scale their support operations.
• Work embedded with strategic customers to understand their business challenges and technical needs, and advise them on how to get strong results.
• Act as a trusted technical expert for customers' engineers, coding alongside them until projects are finished.
• Work with sales, success and product teams to keep customer experiences smooth, deliver projects, and pass useful product feedback back to the company.
• Help shape product direction and roadmap decisions based on what you see in customer environments.
• Document best practices and lessons from customer engagements so the Forward Deployed Engineering team can grow.

Requirements

• A solid engineering background and experience building software that people use in real conditions.
• Interest in AI and machine learning, and the ability to quickly understand new problems, capabilities and architectures, including their trade-offs and limits.
• Strong skills working across functions, moving past team boundaries to bring people together for the best customer outcomes.
• Deep knowledge of at least one high-level language, such as JavaScript, Python or Ruby. It does not need to be a language the company uses today, and fast learners who can suggest better ways of working are welcome.
• The ability to prototype and ship software quickly without lowering quality, while keeping business goals in view.
• Proficiency in using and building REST APIs to integrate systems.
• Clear communication with both engineers and non-technical audiences, adjusting the depth of detail as needed.
• Willingness to travel and work on-site with customers.
• Experience building a SaaS product is a plus but not required.

Conditions

Proof of eligibility to work in the United States is required.

The base salary range for candidates in the Chicago area is $160,000 to $213,300. Actual base pay depends on factors such as education, skills, experience and location, and the range may change in the future.

The role follows a hybrid policy: you are expected in the office at least three days per week, with flexibility to work from home otherwise.

In line with the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, the company considers qualified applicants with arrest and conviction records.

Benefits

• All regular employees may be eligible for the corporate bonus program or a sales incentive, with target included in OTE.
• Employees may also receive stock in the form of Restricted Stock Units (RSUs).
• Benefits support health and wellbeing, family, time away from work and financial future, and vary by location.