Forward Deployed Engineering Lead

Description

About the company

The company is an AI-native consumer loan servicer. What is that? A servicer handles the communications and payment rails for lenders. The servicing industry services over 10 trillion dollars of debt a year.

Loan servicing is the perfect application for AI. Borrowers want help on their time, not during call center hours, and AI makes 24/7 support real for the first time. It also makes compliance better, not worse: every interaction follows the rules, every disclosure is delivered, and everything is logged and auditable. What makes us different is how we measure success. We are not judged on generic CSAT scores. We are judged on dollars generated for our lenders, and it turns out the two go together: borrowers who are treated well perform better.

We know this problem because we lived it. We felt every broken part of it firsthand: the vendors that didn't care about outcomes, the compliance gaps, the borrowers who fell through the cracks. So we are building the thing we wished we had.

Things to Know

We are a start-up and our processes are in flux. Priorities might shift more abruptly than at a more establish company.

We’re in office 5 days a week, we have found that collaboration especially in a context-rich field is important

You will own customer relationships that will scale to millions in ARR combining customer support and engineering to get customers live and help them succeed. Our AI agents have been so effective that customers are catalyzed to rethink their existing processes. They’ll look to you to help make those changes so they can take full advantage of our platform.

About the Role

We are looking for an engineer that will do anything to get a customer over the line. You’ll own the technical relationship with our customers, from initial integration through launch and expansion. You’ll work directly with customers, lead our integration engineers, and stay hands-on with implementation. What you learn from each deployment will help shape the product and make the next integration faster.

In this role

Own customer outcomes. Understand how customers operate, translate their needs into clear technical requirements, and help them adapt their processes to take full advantage of our platform.

Exercise judgment. Know when to accommodate a request, when to suggest a better approach, and when to say no. You’ll balance customer needs with engineering effort and the direction of the product.

Lead our integration engineers. Set priorities, scope implementations, unblock the team, and take responsibility for the quality and delivery of our integrations.

Reduce time to launch. Build reusable connectors, improve tooling and documentation, and remove recurring bottlenecks so each integration requires less custom work.

Shape the product. Bring what you learn from customers into product decisions. Identify needs shared across customers and turn individual solutions into capabilities that benefit everyone.

30/60/90

30 days: you will onboard a customer onto our platform. This will involve building customer pipelines to map customer’s schema to ours and vice versa.

60 days: you will lead the integration team’s delivery and customer relationships. You will be expected to implement improvements to shorten onboarding and maximize wallet share of our customers by diving deep into their processes to discover bottlenecks/opportunities to drive value from our plaftorm.

90 days: you will contribute back to our main system and turn recurring customer needs into improvements to the core platform, with measurable progress on integration speed and client adoption.

Projects people in this role have taken or will take:

Build a reusable integration with a loan management system or payment provider, reducing the work required to onboard future clients.

Help a client redesign processes that have become bottlenecks as our AI agents deliver results, then build the product capabilities needed to support those changes.

Improve our platform architecture by understanding how borrower portal, voice, chat, SMS, email, and direct mail work together, using customer feedback to make the borrower experience more consistent and effective. Our harness is designed to be provider agnostic, for example our voice uses LiveKit as its orchestration backbone and is designed to effortlessly switch between open-source and hosted providers and adopt evolving architectures, from cascaded speech-to-text, language model, and text-to-speech pipelines to full-duplex voice models.

Payment optimization. Our loan balance volume is in the millions of dollars. Our system will soon need proactive health checks to speed up our processing.

Requirements

• We have a roadmap, but you’ll own your work: propose what to build, challenge priorities when you see a higher-impact path, and help the team ship what best serves our users.
• Have experience managing and leading teams.
• You’re product-minded and data-minded. In this role, you’ll make many decisions to build the best product across the projects you own.
• Experience: 6+ years
• Visa: US citizen/visa only