Forward Deployed Engineer

📋 Description

• Take ownership of the final phase of customer success by ensuring that each customer's knowledge, configurations, and processes are optimized for automation to function effectively at the right time, on the right tasks, with the appropriate context.

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

• Assess and refine automation performance: identify what is functioning correctly, what is lacking, and what is yielding unsatisfactory results. When issues arise, you take charge. You don’t escalate to engineering and wait; you view it as a chance to enhance the system yourself.

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

• Identify patterns among customers. The knowledge gained from one environment should expedite the next. Convert repeatable insights into systematic approaches.

• Facilitate the feedback loop between the field and the product. When you encounter confusion, friction, or gaps, you don’t just navigate around them. You highlight, document, and advocate for resolving these issues at their source.

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

⛳️ Requirements

• Proven experience in resolving complex, ambiguous issues in customer-facing technical roles such as solutions engineering, technical consulting, or implementation engineering, where rapid learning and performance under pressure were essential.

• Proficiency in coding (Python, TypeScript, or similar) and experience with APIs. You can create scripts, automate workflows, or implement fixes when necessary. However, your primary approach is to seek knowledge and education before opting for code modifications.

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

• Awareness of AI/ML principles and a genuine curiosity about the potential of large language models, automation, and knowledge systems to enhance service delivery.

• An investigative mindset that drives you to analyze a customer's Okta configurations, examine their logs, trace their ticket history, and understand why automation is not performing as expected. You look beyond the dashboard to discern the actual happenings beneath the surface.

• A commitment to producing usable artifacts for others, including documentation, playbooks, and operational recommendations. You recognize that scaling knowledge is as crucial as acquiring it.

• Excellent communication skills that resonate with diverse audiences. You can articulate a technical architecture to an engineer and convey the significance of a process change to a VP of IT within the same afternoon.

• A strong belief that every support inquiry is a signal, every instance of customer confusion indicates a product flaw, and every workaround represents a feature awaiting development.

• Comfort in thriving within a fast-paced startup environment where your role will adapt as we evolve. You are invigorated by ambiguity rather than hindered by it.

🏝️ Benefits

• Position you as the inaugural occupant of a role that will shape how Fixify engages with its most significant customers, providing direct access to the CTO and the authority to influence our operational methods.

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

• Grant you the freedom to navigate between knowledge configuration, tooling development, customer education, and process design, based on where the greatest impact is needed each 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 impact of your efforts. When you enhance a playbook, refine automation, or reorganize how we capture knowledge, you’ll see results reflected in resolution times, customer confidence, and the number of issues that no longer require human intervention.