Senior Staff Forward Deployed Engineer – Flow

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

📋 Description

• Oversee the technical design and execution for key enterprise implementations, including SSO and identity architecture, multi-system integrations, as well as security and compliance assessments with customer IT and security teams.

• Design and construct intricate, production-ready automations and workflows utilizing Flow’s natural-language builder across platforms such as Okta, Microsoft Teams, Slack, Jira, Workday, Zoom, Microsoft 365, and ServiceNow.

• Develop knowledge and retrieval strategies for SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base.

• Address product deficiencies by designing and documenting scalable workarounds, reusable patterns, reference architectures, and product functionalities.

• Lead proof-of-concept initiatives and strategic evaluations alongside sales and executive stakeholders.

• Define and enhance onboarding and implementation processes to enable customers to activate Flow in mere hours and achieve production status within a day.

• Provide guidance to customer IT directors and executives regarding Flow’s integration with IT and operations strategies.

• Utilize Flow analytics to construct business cases, demonstrate value, and promote expansion.

• Manage multi-account health and adoption metrics, identify risks, and facilitate resolution at the executive level.

• Convert customer patterns into product requirements and strategies in collaboration with product management and engineering teams.

• Represent customer interests in discussions related to roadmaps, architecture, and go-to-market strategies.

• Set technical standards, playbooks, and tools for the forward-deployed function.

• Mentor and guide IC3 and IC4 solutions engineers, acting as an escalation resource.

• Address critical customer issues such as API timeouts, sync errors, payment inquiries, and failed automations.

• Reproduce bugs, determine root causes, and collaborate with core engineers for lasting solutions.

• Leverage Flow health, audit, and activity logs to troubleshoot issues, identify outages, and enhance monitoring and triage processes.

⛳️ Requirements

• 10+ years of experience in customer-facing technical roles, including forward deployed, solutions, or implementation engineering within enterprise software.

• Proven experience in leading strategic, multi-system deployments.

• Extensive hands-on experience with REST APIs, scripting, automations, and webhooks.

• Proficient in designing integration architectures and debugging them thoroughly.

• Expert-level knowledge of single sign-on and identity architectures, including SAML, OAuth, Okta, and Entra ID.

• Familiarity with enterprise security and compliance standards.

• Significant experience with enterprise service management or collaboration tools like ServiceNow, Jira, Slack, or Microsoft Teams.

• Strong comprehension of AI and workflow automation, including prompt design, retrieval-augmented techniques, and assessing the quality and accuracy of AI responses.

• Demonstrated capability to communicate and influence a range of stakeholders from system administrators and security engineers to IT directors and executives.

• Proven ability to align customer outcomes with broader IT and operations strategies as well as with ServiceNow’s objectives.

• A history of technical leadership and mentorship, along with influencing product direction and cross-functional teams without direct authority.

• Preferred: experience with service desk solutions.

• Preferred: background in AI-native or cloud-native enterprise solutions.

• Preferred: experience in product-led growth or consumption-based software models.

• Preferred: experience in developing onboarding or implementation processes, playbooks, or a forward-deployed function from the ground up.

• Startup experience is advantageous but not mandatory.

🏝️ Benefits

• Equity (when applicable)

• Variable/incentive compensation

• Health plans

• Flexible spending accounts

• 401(k) Plan with company match

• ESPP

• Matching donations

• Flexible time away policy

• Family leave programs