Forward Deployed Engineer, Triage

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

📋 Description

• Serve as a product expert and technical resource across the entire customer base.

• Assist customers in overcoming technical challenges.

• Escalate and direct conversations to other teams, especially those related to commercial matters.

• Develop, refine, and oversee internal customer support and operations agents.

• Reactivate the customer-facing chat agent and ensure the quality of agent interactions.

• Address escalated customer issues and enhance agents' capabilities to manage similar situations.

• Report actionable bugs and feature requests to the Engineering and Research teams.

• Convert customer feedback into actionable product modifications.

• Enhance documentation and SDKs to reduce customer confusion.

⛳️ Requirements

• A minimum of 2 years in a technical, customer-facing role (such as solutions engineering, technical support, developer relations, or software development); 1 year may be acceptable for candidates with a robust solutions background.

• Proficiency in at least one programming language, with Python being preferred.

• Regular use of coding agents like Claude Code or Codex, having successfully shipped real projects utilizing them.

• Capability to manage context over extended tasks and review agent output before it reaches the customer.

• Experience with REST APIs and the ability to read and debug customer code.

• Excellent written communication skills; most interactions occur via Slack.

• Ability to align customer use cases with the functionalities of the API.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and the option for remote work.

• Opportunities for professional development and growth.