Forward Deployed Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the final stage of customer success: ensuring that each customer's knowledge, configurations, and processes are arranged so that automation functions at the appropriate time, on the right tasks, and with the correct context.

• Explore customer environments to uncover the implicit, tribal knowledge that resides in individuals (information not found in any runbook) and organize it into playbooks and knowledge configurations that our AI can utilize.

• Assess and refine automation performance: determine what is operating correctly, what is lacking, and what is yielding unsatisfactory results. When something fails, you take responsibility. You don’t escalate issues to engineering and wait. You view it as an opportunity to enhance the system independently.

• Approach customers with informed insights about their operations, drawing from their data and your experiences across different environments. Assist them in recognizing where their IT processes need to evolve to maximize automation, rather than merely replicating existing workflows within our platform.

• Identify patterns across customer accounts. Insights gained in one environment should expedite the next. Transform repeatable insights into consistent methodologies.

• Complete the feedback loop between the field and the product. When you encounter confusion, friction, or a gap, you don’t just find a workaround. You highlight it, document it, and advocate for it to be addressed at the source.

• Collaborate with Engineering, Product, Data Science, and Customer Success to convert your field experiences into prioritized enhancements that accelerate future deployments.

⛳️ Requirements

• Proven experience in resolving complex, ambiguous issues in customer-facing technical roles. This includes solutions engineering, technical consulting, implementation engineering, or similar positions where you had to quickly learn and perform under pressure.

• Proficiency in coding (Python, TypeScript, or similar) and working with APIs. You can create scripts, automate workflows, or implement fixes when necessary. However, your first instinct is to seek knowledge and education before considering code changes.

• Practical understanding of IT operations. You are familiar with ticketing systems, identity providers, endpoint management, and the types of enterprise infrastructure that IT teams engage with daily.

• Awareness of AI/ML concepts and a genuine curiosity about how large language models, automation, and knowledge systems can revolutionize service delivery.

• An investigative mindset that drives you to analyze a customer's Okta configurations, scrutinize their logs, trace ticket histories, and understand why automation may not be functioning as intended. You focus not just on what the dashboard indicates but on the actual processes occurring behind the scenes.

• A methodical approach to producing usable artifacts. This includes documentation, playbooks, and operational recommendations. You recognize that scaling knowledge is as crucial as possessing it.

• Effective communication skills that resonate across diverse audiences. You are capable of explaining a technical architecture to an engineer and articulating why a process change is significant to a VP of IT, all in one day.

• A sincere belief that every support inquiry is a valuable signal, every instance of customer confusion signifies a product shortcoming, and every workaround represents a feature waiting to be developed.

• Adaptability to thrive in a dynamic startup environment where your role will evolve as we gather insights. You find energy in uncertainty rather than being hindered by it.

🏝️ Benefits

• Position you as the inaugural individual in a role that will establish how Fixify interacts with its most significant customers, with direct access to the CTO and the authority to influence our methodologies.

• Place you at the crossroads of AI, customer operations, and product development, where your contributions directly affect what is built and how customers experience Fixify.

• Provide you with the freedom to navigate between knowledge configuration, tooling development, customer education, and process design based on where the greatest impact lies on any given day.

• Surround you with engineers, data scientists, and operators who are creating something truly innovative: an AI-native service that seamlessly integrates automation with human empathy in ways that most companies merely discuss.

• Allow you to witness the immediate effects of your efforts. When you enhance a playbook, fine-tune an automation, or reorganize our knowledge capture methods, you will observe the results in resolution times, customer confidence, and the number of issues that no longer require human intervention.