Forward Deployed Engineer

Remote (United States)Full-Time

Salary not disclosed

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Job Details

Experience solving complex, ambiguous problems in customer-facing technical roles.
Comfort writing code (Python, TypeScript, or similar) and working with APIs.
Working knowledge of IT operations.
Familiarity with AI/ML concepts and a genuine curiosity about how large language models, automation, and knowledge systems can transform service delivery.
The investigative instinct to pull apart a customer's Okta configs, dig through their logs, trace their ticket history, and piece together why automation isn't doing what it should.
A practice of producing artifacts that other people can actually use. Documentation, playbooks, operational recommendations.
Clear communication skills that work across audiences.
A genuine belief that every support question is a signal, every moment of customer confusion is a product failure, and every workaround is a feature waiting to be built.
Comfort operating in a fast-moving startup where your role will evolve as we learn.

Own the last mile of customer success: ensuring each customer's knowledge, configurations, and processes are set up so that automation works at the right time, on the right things, with the right context.
Dig into customer environments to extract the tacit, tribal knowledge that lives in people's heads (the stuff that's not in any runbook) and structure it into playbooks and knowledge configurations our AI can act on.
Evaluate and tune automation performance: figure out what's firing correctly, what's missing, what's producing poor outcomes.
Come to customers with a point of view about their own operations, informed by their data and your experience across other environments.
Recognize patterns across customers. What you learn in one environment should make the next one faster.
Close the feedback loop between the field and the product.
Partner with Engineering, Product, Data Science, and Customer Success to translate what you're learning in the field into prioritized improvements that make every future deployment faster.

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